Qualifications:
Must have a bachelor’s degree in any related field
Must be 30 years and above
Must have worked in a contact center environment as a Quality analyst, Supervisor or Manager for more than 3 years.
Skills:
Excellent oral and written communication skills.
Excellent organization and planning skills.
Report writing skills.
Simple presentation of technical Information.
Patience and confidence.
Self-motivation and the ability to motivate others.
Data center management skills.
JOB RESPONSIBILITIES
Manage the floor, team productivity and performance while on duty and lead them to meet the required KPIs
Daily, weekly, monthly and quarterly call center performance and quality reporting.
Assist in implementation process and with recruitment and training of all contact center employees and account operational routines and process.
Conduct regular in depth analysis of account performance to identify focus areas and strengths
Complete induvial CRS & TL performance feedback report (minimum once per month)
Coordinating and facilitating call calibration sessions of call center staff.
Using quality monitoring data management system to compile and track performance
Update & Maintain clients documents, training manuals, system, front-end (as required)
Task allocation and performance reviews on team members.
Ensure the Contact Center is open on time and safely locked, manage staff time keeping and attendance and inform the Human Resources of any exceptions or issues & action taken to discipline counsel or correct behavior/performance (e.g. log in, sick, late)
GOIP is a company that offers clients’ cost effective innovation communication solutions over contact centers government, large commercial enterprises, SME’s, Telco’s and residences.
Interested individuals can submit their applications.
GOIP Limited is an equal opportunity employer.
