Service Center Manager (Expatriates in Nigeria) at Smart Partners

Job Responsibilities

• Develop objectives for the call center’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Displays extensive working knowledge of industry standards and practices, including product details and company services offered
• Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally
• Assists with or performs administrative tasks
• Develops working knowledge of industry regulations, restrictions, and laws, and ensures service department adheres to all regulations
• Sets up and maintains service desk, including managing service desk team members and evaluating desk efficiency
• Resolves service desk problems and improves current service desk methods to increase productivity and customer service
• Monitors department issues and client complaints to define patterns and work to lessen those recurring issues
• Regularly audits work being done and customer service being provided to ensure all standards are met and that repair work is carried out effectively, correctly, and thoroughly
• Oversees team members performing inspections, preparing reports, and doing repairs; if necessary, carries out these job duties personally to ensure highest quality of work.

Job Requirements

• Master's Degree.
• Candidate must be an expatriate.
• Minimum of 10 years working experience in a similar capacity.
• Experience in customer service is required.
• Knowledge of performance evaluation and customer service metrics.
• Solid understanding of reporting and budgeting procedures.
• Proficient in MS Office and call center equipment/software programs.
• Outstanding communication and interpersonal skills.
• Excellent organizational and leadership skills with problem-solving ability.
• Positive and patient.
• Certified Call Center Manager or equivalent qualification is an added advantage.