ITM SERVICES LTD RECRUITMENT
ITM Services Limited is recruiting on behalf of our client, a Call Centre Agency.
Job Titles:
– Call Centre Supervisor
– Frontline Agent
– Call Centre Operations Manager
– Call Centre Quality Manager
Job Type: Full-Time
Location: Abuja
Job Summary
We are seeking dedicated and customer-oriented professionals to join our call centre team. The positions we are hiring for include Call Centre Supervisor, Frontline Agent, Call Centre Operations Manager, and Call Centre Quality Manager. The successful candidates will contribute to our mission of providing exceptional service to our customers while ensuring operational efficiency and quality standards.
Key Responsibilities:
Call Centre Supervisor
– Oversee daily operations and manage frontline agents.
– Monitor performance metrics and provide regular feedback to agents.
– Conduct training sessions and onboarding for new hires.
– Handle escalated customer complaints and resolve issues promptly.
– Ensure adherence to company policies and procedures.
Call Centre Agent
– Answer inbound calls and assist customers with inquiries, complaints, and service requests.
– Provide accurate information regarding products and services.
– Document interactions and follow up on unresolved issues.
– Maintain a high level of customer satisfaction through effective communication and service.
– Achieve individual and team performance targets.
Call Centre Operations Manager
– Develop and implement overall call centre strategy and policies.
– Monitor operational performance and drive improvements in efficiency and customer service quality.
– Analyze and report on key performance indicators (KPIs).
– Collaborate with other departments to enhance service delivery.
– Manage budget and resource allocation for the call centre.
Call Centre Quality Manager
– Establish and maintain quality assurance processes and metrics.
– Conduct regular evaluations of agent calls and interactions to ensure service standards are met.
– Provide feedback and coaching to agents based on performance evaluations.
– Implement training programs aimed at enhancing quality and efficiency.
– Prepare quality reports and present findings to management.
Qualifications:
– Bachelor’s degree in Business Administration, Communications, or a related field. Masters is preferred.
– Experience:
– Call Centre Supervisor: 2+ years in call centre management or supervisory roles.
– Frontline Agent: 1+ years in customer service or call centre experience.
– Call Centre Operations Manager: 5+ years in call centre operations, with experience in management.
– Call Centre Quality Manager: 3+ years in quality assurance or training in a call centre environment.
Skills:
– Strong communication and interpersonal skills.
– Ability to work in a fast-paced environment and manage multiple tasks.
– Proficiency in call centre software and CRM systems.
– Analytical mindset with ability to drive data-driven decisions.
– Leadership skills and the ability to motivate and coach teams.
