Head, Contact Centre Operations at CornerStone Staffing

CornerStone Staffing - Our client, an innovative blue-chip company, is recruiting suitably qualified candidates to fill the position below:Job Title: Head, Contact Centre OperationsLocation: LagosJob DescriptionOur Client, is looking to recruit a Head Contact Centre OperationsThis operational leadership position is responsible for day-to-day planning, measuring, and executing service quality and operations for the contact center operations.ResponsibilitiesResponsible for leading the customer service representatives and the associated supervisory and managerial staff through the overall servicing strategy, and delivering against expected results, while caring for the specific needs of the siteBe the primary “voice of the customer” within the company to develop and track necessary surveys, product and customer metrics (e.g. defects, customer satisfaction, call times & utilization, etc.) and to advocate on behalf of customers to achieve consistent, high-value CSAT scoresLead and manage teams of 4 Group Managers (CS) and 400 Customer Service Associates; responsible for the overall direction and performance of the teams.Accountable for driving complex and variable key initiatives from concept to implementation, ensuring alignment to business goalsEvaluate and champion innovation through process improvement, technology solutions and policy changesCollaborate with leadership, peers and identified stakeholders to develop and manage cross-functional relationships and projectsDrive adherence to control processes and procedures and identify risks that could impact operational execution; ensure mitigation strategies are developed and executedLead, coach, and mentor a direct team of Sr. ManagersCreate and maintain a work environment that is conducive to employee engagement, satisfaction, development and retention 

Apply at https://ngcareers.com/job/2018-02/head-contact-centre-operations-at-cornerstone-staffing-719/