Contact Centre Agent needed at ConSol Limited.
JOB TITLE: Contact Centre Agent
JOB LOCATION: Oshodi, Lagos
Job Type: Contract
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JOB DETAILS:
- Supervise Contact Centre Staff to ensure productivity and quality metrics are met and/or exceeded.
- Coordinate and motive Contact Centre staff (assigned teams).
Job Responsibilities
- Supervise the daily activities of the Contact Centre Agents (Teams).
- Manage the resolution of customers issues escalated through the Team leaders and Agents.
- Create a balance workforce schedule for the Agents in the Contact Centre.
- Daily, Weekly and monthly compilation of Contact Centre activity and performance reports.
- Monitor Contact Center quality of service delivery in real time utilizing supervisory tools and processes.
- Ensure effective escalation of complaints, enquiries or queries to the Assistant/ Contact Centre Managers.
- Identify and recommend tools and methodologies for improving service delivery and performance.
- Identify skill gaps and training needs of the Contact Centre agents.
- Mentoring, coaching and motivating staff to ensure higher performance and staff retention rate.
- Conduct performance appraisal for Contact Centre Team leads and Agents (Scorecard).
- Ensure Agents and Team leads are fully aware of the Contact Center rules and regulations.
Job Requirements
Education Qualification:
- Minimum of a Bachelor’s Degree or a Higher National Diploma (HND) from a recognized institution.
Professional Qualification:
- Relevant Contact centre operations certification
Experience:
- Minimum of 2 – 5 years relevant work experience in the Contact Centre
- Working knowledge of appropriate CRM software and understanding of the Contact center industry.
How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the mail.
Deadline: November 26, 2020
Job Features
Job Category | Manager |