Manager, Contact Center Operations

About the role

d.light India is looking for a Manager, Contact Center Operations in Lagos. The role delivers exceptional customer service to d.light customers and end-users through selected partners, while improving cost-efficiency, achieving customer service targets and promoting a customer-first culture.

Key responsibilities

• Implement and measure KPIs to improve service delivery standards.
• Collaborate with d.light's technical team and contact center partners to resolve customer issues quickly and prevent recurrence.
• Build the competency of the service team through training and evaluate its effectiveness.
• Meet contact center metrics and targets within agreed timelines and costs.
• Carry out all actions requested by the business.

Required profile

• Bachelor's degree in social sciences or a business-related field.
• Five years of experience in a call centre or the service industry.
• Experience in technology-oriented service firms; mobile telephony and BPO call centres are an added advantage.
• A Call Centre qualification and Diploma in Customer Services Management are an added advantage.

Required skills

• Knowledge of operations, technical knowledge and business processes, with the ability to manage teams and monitor performance.
• Knowledge of the call centre industry, market and customer trends, and good standard operating procedures.
• Excellent oral and written communication, interpersonal and multitasking skills.
• Computer skills: MS Word, Excel, PowerPoint.