Head Contact Centre
Workforce Group | Lagos
Posted 10 Sep
Description
Workforce Group is currently sourcing for Head Contact Centre
for a commercial bank, who will manage all the activities associated with the contact
centre, its staff and overall, ensure optimal effectiveness in meeting the organisation’s set goals.
Job Responsibilities:
- Effective Management of the Contact Centre Staff.
- Prepare and Schedule 24 Hour Staff Roster by scheduling
efficiently and ensuring agent occupancy, shift adherence and shrinkage are
taken into consideration - Effectively Manage All Contact Centre Resources - To ensure that all account and card
requests/inquiries/complaints received by the contact centre via telephone,
email and website are handled within the stipulated SLA. - Ensuring prompt tracking of dormant account reactivated and the amount generated from the contact center
- Ensure contact rate, conversion rate, sales rate for customers
are been tracked. - Ensure the contact center ROI is achieved while maintaining
customer satisfaction and cost reduction. - Review the complains received daily and ensure that all processes
have been utilized to ensure prompt resolution - Performance evaluation of the contact centre officers to reduce
rework, attrition abandoned or blocked calls and increase first contact
resolution, average handling time, speed and accuracy, etc. - Proper documentation and storage of customer historical
data/interactions for audit purposes. - Ensure Complaints Received Are Effectively Handled and logged - To ensure that all contact centre agents are adequately trained
to cross-sell/up-sell our products and services at any time. - Generate Reports and Monitor Quality Of Phone Calls Handled By
The Agents - Ensure all card monitoring tools scorebridge and VRM are been
used effectively.
Requirements
Job Requirments:
- A minimum of 5 years' experience in a Financial Institution.
- A good degree from any University.
Territory Sales Executive
Nigerian Breweries | LagosAre you passionate about sales and driven by results?Are you excited about the prospect of working with cutting-edge technology and innovative solutions to deliver results? Are you looking for a new challenge and opportunity to excel?Then keep reading. Nigerian Breweries is seeking motivated and ambitious individuals who are eager to learn, grow, and make a significant impact in a dynamic market. If you are ready to take your career to the next level join a winning team and thrive in a fast-paced environment, we want to hear from you. As a TSE, you'll have the opportunity to:Work on high-impact sales projects that drive real results and deliver revenue.Collaborate with a team of experts who are passionate about what they do.Develop new skills and expertise in a supportive and dynamic environment.
Posted 09 SepProcess And Control Improvement Specialist
Nigerian Breweries | LagosDo you have experience in Audit, Control Design and Control Monitoring and a passion for Continuous Improvement? Would you like to work in an international and culturally rich environment, and join us on our journey to drive the continuous improvement, monitoring, design and implementation of processes and controls in Nigerian Breweries Plc to ensure efficiency and effectiveness? Then you might be the talent we are looking for! The position of Process and Control Improvement Specialist, is open, waiting for you to apply here. The core activity of the P&CI Specialist is to support the P&CI Manager in the following areas:Controls MonitoringProcess & Control ManagementContinuous Process Improvement (CPI). These activities drive the continuous improvement, monitoring/testing, design and implementation of processes and controls. Additional areas include:Risk ManagementComplianceFraud ManagementAssurance The P&CI Specialist need to maintain effective business relationships with internal and external stakeholders as well as other business partners.Key ResponsibilitiesProcess & Control ManagementSupport the P&CI Manager to ensure business processes and controls are appropriately designed, constructed, implemented, and maintained.Jointly drive with Local Management the design and documentation of business processes and controls, applying the global process design and management methodology.Ensure that controls are fully embedded in the design of processes, including Key Performance Indicators (KPI) defined by the Business. Identify and report any process activities that deviate from the standard or approved procedure. Control Monitoring:Provide direct support to the P&CI Manager to monitor and test control effectiveness and drive the implementation of remediating actions.Develops key control framework and execute a review of internal controls over financial reporting.Fraud and Risk management:Provide direct support to the P&CI Manager to lead the process of Risk Identification, Assessment and Response and monitor existing and emerging risks.Conduct Risk Assessment workshops with the Business, ensures relevant risk templates and documentation are used and drives the creation of risk responses.Support the business in developing action plans to mitigate, accept or transfer risk and monitors progress on an ongoing basis.Perform fraud and/or non-fraud investigations when requested by Local Management, Global Legal Affairs or Global Audit.Compliance management:Ensure that processes and controls are designed, implemented, and operating in line with the relevant policies, procedures, and HEINEKEN Rules.Stay informed about policy changes and assesses the impact on existing control frameworks.Provide advice, support, and challenge during the implementation of policies (global & local). Review new/updated policies & procedures Assurance activities:Work with the P&CI Manager to support Global and External Audit to efficiently plan and execute audits and to drive closure of audit findings.Participates in business process oriented internal control reviews, compliance audits and activities that deliver the P&CI plan to provide the business with comfort in the internal control environment. Continuous Process Improvement:Provide direct support to the P&CI Manager to embed a process improvement culture, drive process and control improvement and realize benefits.Challenge existing processes to identify improvement opportunities using benchmarks and external best practices.
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