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.

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