Call Centre Manager (CCM) at Eat 'N' Go Limited

Eat 'N' Go Limited is a restaurant group on a mission to become the premier food operator in Africa. So far, our growing family consists of three international brands, Domino's Pizza, Cold Stone Creamery & Pinkberry.Eat ‘N’ Go limited officially started operation in August 2012 with the premier store at 4, Saka Tinubu Victoria Island, Lagos. Today, Eat N' Go has about 50 stores (outlet) across Nigeria and still growing with presence in Abuja, Lagos, Ibadan, Abeokuta, Port Harcourt and Enugu.We are recruiting to fill the position of:Job Title: Call Centre Manager (CCM) Location: Victoria Island, LagosReport to: The Marketing DirectorPurpose / RoleThe CallCentreManager (CCM) is responsible for the daily running and management of the callcentrethrough the effective use of resources.He has the responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development. CCM’s ensure that calls are answered by staff within agreed time scales and in an appropriate manner.Prime Responsibilities and DutiesManages and directs all aspects of inbound contact center operations.Implements and reviews contact center inbound policies and procedures.Develops and monitors quotas for service volume and timeliness.Call Center Manager is responsible for managing the Call Center RepresentativesProvides support and guidance to team members. Regularly provides performance feedback based on review of quality reports/quality monitoring and production resultsManage calls from customers to ensure all queries are answered.Ensure complaints are answered immediately.Setting and meeting performance targets for speed, efficiency, sales and quality; managing the daily running of the call Centre.Liaise with Ops team to gather information and resolve customer complaintMaintaining up-to-date knowledge of industry developments and involvement in networks;Monitoring random calls to improve quality, minimize errors and track operative performance;Recording statistics, user rates and the performance levels of the Centre and preparing reportsCollect and analyze call-center statistics (sales rates, costs, customer service metrics etc.Improve the customer service experience, create engaged customers and facilitate organic growthTake ownership of customers issues and follow problems through to resolutionSet a clear mission and deploy strategies focused towards that missionDevelop service procedures, policies and standardsKeep accurate records and document customer service actions and discussionsAnalyze statistics and compile accurate reports improvementOther duties:Other duties that may be assigned by the Marketing Director

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