Nova Vector Limited Customer Service Jobs in Accra
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JOB DESCRIPTION:
- The Head of Contact Center Operations oversees the performance of all the Contact Center Operators.
- They provide leadership, coaching and support to their team, and develop plans to achieve the call center targets.
- They will be responsible for managing rosters, training staff, allocating duties, hiring and firing staff and handling problems or queries that require a higher level of authority.
- They will also review employee performance and report progress to Management.
- The Head of Contact Center Operations is;
- Expected to develop strategies to increase the overall productivity of the Contact Centre functionality.
- Expected to manage the activities of Contact Center teams on a daily basis and assess performance.
- Expected to provide training for Contact Center Operators to ensure good performance.
- Expected to ensure the full application of Call Centre regulations and policies.
- Expected to keep a daily dashboard on indicators and statistics.
Qualification Required & Experience
- Must obtain a tertiary degree in Business Administration and at least 3 years of experience as a Call Operations Manager.
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KEY ATTRIBUTES
- Must be able to work under pressure.
- Must be able to meet deadlines and respond quickly to queries.
- Must be able and willing to work longer hours.
Location: Accra
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