Contact Center Manager

Job Description:

PwC Nigeria is seeking a Contact Center Manager to join our team in Lagos. As a mid-to-senior level position, the ideal candidate will have at least 7 years of experience in contact center management. The Contact Center Manager will be responsible for overseeing the day-to-day operations of our contact center, ensuring efficiency, effectiveness, and exceptional customer service.

Responsibilities: - Manage and lead a team of contact center agents to ensure high performance and productivity - Develop and implement strategies to improve customer service and streamline operations - Monitor and analyze key performance indicators to track and improve contact center performance - Work closely with other departments to address customer issues and improve overall customer experience - Develop and implement training programs for contact center staff to enhance skills and knowledge - Stay up-to-date on industry trends and best practices in contact center management - Handle escalated customer complaints and ensure timely resolution

Requirements: - Bachelor's degree in Business Administration or related field - 7+ years of experience in contact center management - Strong leadership skills and the ability to motivate and develop a team - Excellent communication and interpersonal skills - Ability to work under pressure and handle difficult situations with tact and professionalism - Adaptable and resilient personality traits - Attention to detail and adaptability as soft skills - Proficiency in CRM software and other contact center technologies

Benefits: - Training and professional development opportunities - Profit sharing program - Disability insurance coverage

Working Environment: At PwC Nigeria, we believe in continuously learning and adapting to stay ahead in a rapidly changing world. Our contact center managers are encouraged to embrace change and innovation to drive success for both our team and our clients.

Equal Opportunity Statement: PwC Nigeria is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, gender, age, religion, or sexual orientation.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.