Contact Center Manager

Job Description:

We are looking for a passionate and driven Contact Center Manager to join our team at Jumia in Port Harcourt, NG. As a Mid-to-Senior Level manager, you will be responsible for overseeing our contact center operations and ensuring excellent customer service experiences for our clients.

Responsibilities: - Manage a team of contact center agents and supervisors to ensure smooth operations and achieve performance goals - Develop and implement strategic plans to improve efficiency and customer satisfaction - Monitor performance metrics and analyze data to identify trends and areas for improvement - Train, coach, and mentor contact center staff to enhance their skills and productivity - Handle escalated customer inquiries and complaints in a professional and timely manner - Collaborate with other departments to improve processes and communication within the organization - Stay up-to-date on industry trends and best practices to continuously improve the contact center operations

Requirements: - 8 years of experience in a contact center management role - Strong leadership skills and the ability to motivate and inspire a team - Excellent communication and interpersonal skills - Proven track record of driving results and achieving goals - Strategic planning and decision-making abilities - Ability to persuade and influence others to achieve common goals - Bachelor's degree in Business Administration or a related field (preferred) - Knowledge of CRM systems and call center software

Benefits: - Life insurance coverage - Retirement plan options - Travel opportunities for business meetings and conferences

Working Environment: As a Contact Center Manager at Jumia, you will have the opportunity to leverage data to inform decisions and drive strategic initiatives. Our team values innovation, collaboration, and continuous improvement in order to provide the best possible service to our customers.

Equal Opportunity Statement: Jumia is an equal opportunity employer and values diversity in the workplace. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. All qualified candidates are encouraged to apply.

Deadline to apply: July 5, 2024

If you have the experience and skills required for this position and are looking to advance your career in contact center management, we encourage you to apply today. Join us at Jumia and be a part of our dynamic team dedicated to providing exceptional customer service.

How to apply:

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