Head of Telemarketing Contact Center - Nova Vector Limited

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.

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