Contact Center Manager
Flutterwave
Lagos, Nigeria
4d ago

Role

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  • Flutterwave is looking for a Contact Center Manager. This role will be responsible for shaping the future of the contact center operation, being committed to delivering a great customer contact experience through all customer engagement and customer contact channels which might be;
  • Phone, Email, Web / Live Chat, Video, Social Media, Web reviews, Correspondence.

  • This role will lead a number of CX Interns through a team of Supervisors.
  • The Contact Center Manager will ensure that all channels are available to customers always, customers receive a friendly, professional, and consistently high-quality service helping to resolve various queries, close any sales inquiries and get it right the first time.
  • Responsibilities

    Responsibilities include but are not limited to :

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  • Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
  • Deliver cost efficiencies and improvement in Customer Satisfaction Scores.
  • Applying best practices, develop continuous process improvement, and make recommendations based upon the employee and customer insight.
  • Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM, and WFM to create a cost-effective operation consistently achieving contact handling SLAs
  • Lead, inspire and co-ordinate the contact center staff at all levels to create motivated and engaged colleagues.
  • Be responsible for the customer contact processes and their associated customer experience.
  • Work with the CX lead to support company initiatives to drive improvements, improve efficiency and reduce complaints.
  • Ensure competitive response and resolution times to customer queries and complaints.
  • Ensure the Contact Center is functioning at all times, documenting and reporting any interruption in service to the appropriate channel.
  • Build relationships, earn trust and buy-in from customers in order to get referral business, and retain customer loyalty.
  • Ensure that resource is fully utilized and any contact demand is effectively covered.
  • Responsible for the recruitment, training, induction, and coaching strategy across the contact centers
  • Support the Customer Experience lead in driving and implementing the CX strategy for the Company.
  • Any other duty assigned.
  • Desired Skills and Expertise

  • Proven experience of leading a service-driven contact center operation with experience of managing an operation through periods of significant growth or change.
  • Excellent written and communication skills.
  • Ability to engage with leaders at all levels across the wider business to achieve goals and objectives.
  • Exceptional interpersonal, customer service, problem-solving, and conflict resolution skills.
  • Knowledge of management principles and familiarity with company products, services, and policies.
  • Strong coaching and leadership skills, ability to motivate employees.
  • Decisiveness and attention to detail.
  • Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
  • Result oriented. Focuses on getting things finished.
  • Confidentiality
  • Integrity and honesty.
  • Other Requirements :

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  • Willingness to work on weekends & public holidays
  • Positive attitude
  • Willingness to switch roles within the team.
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