Job Vacancies at Contact Solutions Limited

Contact Solutions Limited ,The Number 1 Pioneer Customer Service Company Located at 14 Adetayo Shonde str ,Aguda Surulere Lagos ,is at the edge of employing call center managers, supervisors and quality assurance supervisors.

CALL CENTER MANAGERS

Job Responsibilities
Managing the daily running of the call center
Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
Monitoring random calls to improve quality and minimize errors and track operative performance.
Handling the most complex customer complaints or enquirers.
Analyzing performance statistics and making decisions on the basis of these statistics;
Improving performance by raising efficiency sourcing new equipment to enable this, e.g. new dialing products.
Reviewing the performance of staff, identifying staff training needs and planning training sessions

Other Requirements
A Bachelors degree in Technical/Social Sciences, or other related disciplines [MBA is an added advantage
Excellent communication, numerical and statistical skills
Strong interpersonal skills
At least three (3) years experience in a similar position

EXPERIENCED QUALITY ASSURANCE [QA] SUPERVISORS IN A CALL CENTER

Job Responsibilities
Promoting quality achievement and performance improvement
Setting QA compliance objectives and ensuring that targets are achieved
Testing of all telephony access to ensure customers� easy access to the Contact Centre.
Ensuring compliance with national and international standards and legislation;
Agreeing standards and establishing clearly defined quality methods for Call Centre staff to apply
Defining quality procedures in conjunction with operating staff
Setting up and maintaining controls and documentation
Handle Feedback from customer questionnaires sent monthly to all our customers evaluating our service delivery.
Assess Agents competence against set Call Centres standards of occupational competence
Maintain accurate and verifiable agent assessment and achievement records
Ensuring validity, authenticity and sufficiency of evidence produced in Call Centre reports.
Testing systems to ensure IVR configuration is consistent, CRM and Altigen are effectively utilized
Identify areas of performance applying training interventions

Other Requirements
A Bachelors degree in Technical/Social Sciences, or other related disciplines
Excellent communication, numerical and statistical skills
Strong interpersonal skills
At least three (3) years experience in a similar position

CALL CENTER SUPERVISORS

Job Responsibilities
Manage a team of Call Center Agents.
Organizing, staffing, including shift patterns and the number of staff required to meet demand;
Recording statistics, user rates and the performance levels of the center, and preparing reports;
Effectively build call Center culture
Setting and meeting performance targets for speed, efficiency, sales and quality
Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
Motivate and encourage agents through positive communication and feedback.
Create and maintain files on each agent as they relate to attendance, production, and reviews.

Other Requirements
A Bachelors degree in Technical/Social Sciences, or other related disciplines
Excellent communication, numerical and statistical skills
Strong interpersonal skills
At least three (3) years experience in a similar position

Method of Application
Send your CV to careers@consollimited.com or infos@consollimited.com