Customer Care Deputy Manager at Bridge International Academies

Bridge International Academies is the world’s largest and fastest-growing chain of primary and pre-primary schools with more than 400 academies and 120,000 pupils in Kenya and Uganda. We democratize the right to succeed by giving families living in poverty access to the high-quality education that will allow their children to live a very different life. We are recruiting to fill the position below:Job Title: Customer Care Deputy ManagerLocation: LagosJob DescriptionThe Customer Care Deputy Manager is the key to the customer care team, and should have a deep understanding of the structure and operations of the business and willingness to learn as the company is continuously growing and evolving.The Customer Care Deputy Manager is responsible for managing a team of more than 30 Customer Care associates to ensure operational efficiency.What You Will DoPerformance Management: Setting and evaluating team members’ performance against specific targets for speed, accuracy, efficiency, sales and quality; and improving performance by increasing efficiency and maximizing productivity.Team Management: Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes; identifying training needs and planning training sessions; organising staffing, including shift patterns and the number of staff required to meet demand.Managing the daily running of the Customer Care Department: Monitoring inbound and outbound calls to improve quality, minimise errors, and track operative performance; recording statistics, user rates and the performance levels of the centre and preparing reports.Client Management: Liaising with supervisors, team leaders, academy staff, operatives and third parties to gather information and resolve issues; handling the most complex customer complaints or enquiries.

Apply at