Nigerian Breweries | _Posted 02 Feb
The Telesales Supervisors would work with the Contact Centre Lead (CCL) & the Contact Centre Manager to manage the day-to-day operation at the Contact Centre. He / She supervises a team of Telesales Agent calling on customers as assigned; sell NB products to them and follow up to ensure those products are delivered satisfactorily.
To assist in the coordinating the day-to-day running of and the activities of team of Telesales Representatives / Agents at the Contact Centre – the Telesales activities of selling and Customer problem solving.
Perform training, coaching, and leading Telesales representatives and as they provide support for customers.
To drive achievement of service and sales targets, SLA’s and KPIs at the Centre continually.
To ensure use of Telephone to achieving effective coverage to the assigned outlets and to sell all NB products to them, thereby increasing NB coverage of the market and achieve customer centric objectives.
Guide Telesales representatives through difficult calls or issues, diffusing angry customers, and handling issues that cannot be fielded by telesales representatives
Daily steering the frontline (STF) meeting by leading team meetings, develop presentations and talks to motivate and educate telesales representatives and supervisors.
Work with the Contact Center Manager in identifying trends and establishing call center goals.
Present reports and analyzing contact center data to improve processes and performance.
Consistently evaluate the performance of telesales representatives, ensure discipline and corrective actions where necessary
Taking on other tasks or projects to support employees, other managers, and call center operations.
Provide leadership for telesales Agents by actively engaging and supporting them to ensure better performance
Work with Contact Centre Manager to implement Change Programs and Projects which impact the contact centre
Work with Contact Centre Manager to carry out regular evaluation /assessment and develop a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are develop effectively.
Identifying and instilling best practice, processes, systems and recommend continuous improvement idea for the centre.
Regularly Reports weekly team activities to Contact Centre Manager.
Assist CCM in coordinating set up and ensuring that all tools in use for working such as Quick Drinks (QD) are readily available and functioning at all times.
Regular follow-through on all sales order generated by TSRs for prompt delivery to customers.
Constantly liaising with respective Field Sales Team (STL, ASM, Fulfilment Agents to ensure all other created by the Agents are fulfilled timely and in-full (OTIF).
Preparing and updating effective daily call plan for TSRs for a productive customer relationship management.
Work closely with the various sales area team to ensure that customers are happy and satisfied at all times by providing prompt feedbacks from customers with a view to proffering solutions to their challenges.
Monitor all calls to ensure that due process and quality standards are adhered to and intervene / correct TSR where necessary.
Submit regular reports to management and seek new ideas and strategies to improve performance at the center
First Degree in any discipline.
Minimum of 2 years’ experience in a call centre.
Good knowledge of the art of selling via Telephoning, Sales processes, operations and controls
Good presentation and communication skills.
Fluent in English & more than one local language(s) needed for interaction (Presentation, reading, written, spoken)
Previous experience in a Standard Contact Centre with similar Objectives (Outbound / Inbound & Customer Service.
Experience with the use of Microsoft Office packages
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Nigerian Breweries Plc - Supply Chain FunctionWe are offering exciting career opportunities to qualified Nigerian graduates of Science & Engineering-related disciplines, who are eager to develop their already thriving career in a conducive manufacturing environment with top-class systems and processes.Posted 27 Nov
Preventive Maintenance Specialist– PackagingNigerian Breweries | Lagos
The Preventive Maintenance Specialist is responsible for planned maintenance activities geared towards preventing equipment breakdowns and ensuring that processes are maintained in a fashion that ensures optimal equipment reliability via execution of Corrective and Preventive Maintenance tasks, while technically supporting operators at the same time. Roles & ResponsibilitiesExecutes Planned Corrective and Preventive Maintenance activities (including overhauls) in his work area according to set standardsSupports annual Overhaul of equipment in own area by providing inputs towards preparation of detailed FIM activity plan and providing inputs towards Preparation of the list of required parts.Ensures execution of technical work in a safe way and that workplace is organized according to extant 5S standards especially after maintenance activitiesParticipates actively in work preparation processes prior to work execution following set procedures.Identify and resolve difficult equipment malfunctions, working with manufacturers and field representatives, as necessary.Provides required inputs (task, spares, tools, man hour) required by Maintenance planner inPlanning and scheduling Planned corrective maintenance orders in own work area.Carries out/participates in BD analysis of machine(s) to avoid re-occurrence, reduce minor stops, optimize maintenance cost, increase MTBF/MTBA and follows up on agreed countermeasuresPosted 26 Sep