Job title: Head of Contact Centre Job at Renmoney
Firm:
Job description: Renmoney – We’re a passionate crew decided to problem the established order and make monetary inclusion rely for the thousands and thousands of under-banked people and small enterprise house owners in Nigeria. We offer loans, financial savings, and stuck deposit options to our prospects. Our imaginative and prescient is to be probably the most handy lending firm, delivering excellent service experiences.We’re recruiting to fill the place under:Job Place: Head of Contact CentreJob Location: Lagos
Employment Kind: Full TimeThe Place
- The Head, Contact Centre is liable for main and managing Renmoney’s contact heart operations and gross sales initiatives.
- You can be liable for overseeing the efficiency of the contact heart crew, optimizing processes, and driving income via efficient gross sales methods.
Obligations
- Lead, inspire, and mentor the crew
- Set clear objectives and KPIs for the crew and guarantee alignment with Renmoney’s enterprise targets
- Present ongoing teaching and coaching to reinforce the abilities and efficiency of the contact centre
- Make sure that all buyer interactions are dealt with professionally, effectively and in accordance with the decision centre insurance policies and procedures
- Implement methods to reinforce and enhance buyer satisfaction and loyalty
- Present well timed decision to advanced buyer points
- Develop and implement finest practices for contact centre operations to make sure effectivity and effectiveness
- Monitor KPIs akin to name quantity, response time and buyer satisfaction determine areas of enchancment
- Commonly overview and optimize workflows and processes to streamline operations and improve buyer expertise
- Develop and execute (in collaboration with the advertising and marketing crew) gross sales campaigns to drive gross sales and promote Renmoney’s visibility and market share
- Analyze market traits and buyer insights to determine alternatives for focused gross sales initiatives
- Observe and analyze key metrics associated to contact centre efficiency
- Put together common reviews and displays to speak insights and traits for advice to the administration crew
- Make the most of knowledge pushed insights to make knowledgeable selections and drive steady enchancment
Necessities
- First diploma in any associated area
- Minimal of 5+ years in a management function ideally in a contact centre
- Wonderful communication abilities
- Sound information of contact centre applied sciences and finest practices
- Analytical mindset with the power to interpret knowledge and generate actionable
Anticipated wage:
Location: Nigeria
Job date: Wed, 09 Oct 2024 02:54:27 GMT
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