Job Title: Customer Care Manager
Location: Lagos
Employment Type: Full-Time
Job Description
- We are looking for a Customer Care Manager to provide leadership and support toward the delivery of the M-KOPA Nigeria customer strategy. You will also provide leadership and support over the daily operations of the M-KOPA Nigeria Call Center.
- You will lead multiple customer-facing teams across multiple customer interaction channels (Voice and non-voice).
- Your responsibilities will include overseeing the in-country customer support responsibilities which are: Quality and Training.
- You will report to the Global Head of Customer Care
Responsibilities
To achieve this, you will;
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- Implementing Customer Care Strategies. You will improve the overall implementation of customer strategies by creating tactical plans and coordinating the delivery against the set plans.
- Manage Customer Care Operations. You will oversee the day-to-day operations of the call center to provide a seamless service to M-KOPA customers across multiple customer-facing teams.
- Multiple channel management. You will manage multiple customer interaction channels: Voice (inbound and outbound) and non-voice (Online chat, WhatsApp, Facebook, Twitter) within the expected Service Levels.
- Process improvements. You will review and refine internal customer care processes and provide recommendations for continuous improvements across the call center teams to achieve incremental efficiencies.
- Performance management. You will schedule and manage performance discussions and mentoring sessions to support the call center leadership in achieving individual goals.
- Recruitment. You will plan for, and recruit agents based on the call center staffing needs and as guided by the workforce forecasting requirements.
- Problem-solving. You will be the point of contact for all escalated issues related to customers, people or processes that require above a supervisor level to resolve.
- Cost control. You will manage the call Centre operations within cost-effective parameters and according to budget mandates.
- People management. You will be the contact between the HR Business partner and the customer care agents on people-related topics
- Reporting and analysis. You will provide reports on all important call center metrics both overall and at an individual agent level
- Outsourced Partner Engagement (BPO). You will be the point of contact for all engagements with the Outsourced partner (BPO) including managing overall performance and deliverables.
Requirements
Education:
- Bachelor’s Degree in any related field
Experience:
- Over 3 years experience in a similar role
- Previous experience working in a call center environment or BPO set up.
- Experience managing multiple customer interaction channels (voice and non-voice)
- People management experience in a similar capacity
- Experience with call Centre operations and metrics
- Fluent in English.
Benefits, What’s in it for you;
- Private health insurance (inpatient outpatient, maternity, eye care, dental and gym facilities)
- Group Life Cover and Personal Accident Cover
- Company pension (A mandatory basic national social security scheme)
- Airtime and Data allowance (dependent on the nature of the role).
Application Closing Date
Not Specified.
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Job Features
Job Category | Customer Service |