Call Centre/Customer Support Manager at Softcom Limited

Softcom is a group of professionals whose overarching goal is to add value. For 3 years, we have supported organisations in their quest for impact and growth using Technology.We are recruiting to fill the vacant positions below:Job Title: Call Centre/Customer Support ManagerLocation: NigeriaJob DescriptionWe currently have a challenging and rewarding position for someone seeking to broaden their skills and advance their career in Customer Support.As a Call Centre/Customer Support Manager with Softcom, your investigative and problem solving skills will make a valuable contribution to the success of Softcom.If you have had ample experience supervising a team of call centre agents or telemarketers, we will like to meets you.Essential Duties and ResponsibilitiesSupervises, trains, evaluates and disciplines employees.Hire and onboard new employeesPlans, organizes and controls the operation of the Customer Service Division;Assigns personnel to the various operations and instructs them when necessary so they are trained to perform assigned duties in accordance with established methods and procedures.Collaborates with Engineering Division in the development of new programs and changes to existing programs to meet future needs.Assist in the formulation of targets for customer service teamAnswer questions from customers and provide guidance and feedbackAnticipate escalation and take over calls when neededDevise ways to optimize procedures and keep staff motivatedMeasure performance with key metrics such as call abandonment, calls waiting etc.Ensure adherence to policies for attendance, established procedures etc.Keep management informed on issues and problemsPrepare monthly/annual results and performance reportsPerforms related duties as required. 

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