Contact Center Manager

Job Description:

AB InBev is seeking a part-time Contact Center Manager to join our team in Ibadan, NG. The ideal candidate will have a minimum of 6 years of experience in a contact center or customer service management role. The Contact Center Manager will be responsible for overseeing the day-to-day operations of our contact center, ensuring that all customer inquiries and issues are handled in a timely and professional manner.

Responsibilities: 1. Manage a team of contact center agents, including hiring, training, and performance management 2. Develop and implement policies and procedures to improve customer service and satisfaction 3. Monitor and analyze key performance metrics to identify trends and make data-driven decisions 4. Work closely with other departments, such as sales and marketing, to ensure a seamless customer experience 5. Handle escalated customer complaints and issues, resolving them in a timely and satisfactory manner 6. Collaborate with IT to implement and maintain contact center technology and systems 7. Stay up-to-date on industry best practices and trends in contact center management

Requirements: 1. Minimum of 6 years of experience in a contact center or customer service management role 2. Strong leadership skills with the ability to motivate and inspire a team 3. Excellent communication and interpersonal skills 4. Adaptable and energetic personality traits 5. Problem-solving and persuasion soft skills 6. Bachelor's degree in Business Administration or a related field (preferred) 7. Proficiency in contact center software and technology 8. Ability to work in a fast-paced and constantly evolving environment

Benefits: - Company equipment provided - Free food during working hours - Paid sick leave

Working Environment: At AB InBev, we uphold the highest standards of ethical conduct and integrity. Our contact center manager is expected to lead by example and promote a positive and inclusive working environment for all team members.

Equal Opportunity Statement: AB InBev is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive workplace where every employee feels valued and respected.

Deadline to apply: 2024-07-14

How to apply:

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