Call Centre Manager at an Online Travel Agency

We are a recruitment & HR consultancy company, providing a wide range of recruitment and selection services to local and international companies in Africa. Our Team of dedicated consultants offers businesses to get the right and best talent across wide range of sectors and professions.

Africa is experiencing an economic boom in all sectors. It is a dynamic as well as complex & diverse market. Our Specialized approach is backed by deep understanding of all aspects of business and industry in this challenging and growing market whilst retaining our global standards in talent acquisition and HR services.

Global Profilers is a Recruitment & HR Services firm specialized in recruitment in Africa; we are currently looking for a Call Centre Manager for our client which is an Online Travel Agency

Job Summary

The Call Centre Manager (CCM) will be responsible for the daily running and management of the call centre through the effective use of resources. The individual will be responsible for meeting, setting customer service targets as well as planning areas of improvement or development. The Call Centre Manager will ensure that calls are answered by staff within agreed time scales and in an appropriate manner.

The Call Centre Manager will coordinate and motivate call centre staff and may also manage staff recruitment. This person will liaises with other departments such as HR and IT.

Responsibilities

·         Setting and meeting performance targets for speed, efficiency, sales and quality;

·         Managing the daily running of the call centre;

·         Liaising with supervisors, team leaders, and ticketers to gather information and resolve issues;

·         Maintaining up-to-date knowledge of industry developments and involvement in networks;

·         Monitoring random calls to improve quality, minimise errors and track operative performance;

·         Coordinating staff recruitment for Call Centre and liaising with HR Unit on staff planning

·         Reviewing the performance of staff, identifying training needs and planning training sessions;

·         Recording statistics, user rates and the performance levels of the centre and preparing reports;

·         Handling the most complex customer complaints or enquiries;

·         Organising staffing, including shift patterns and the number of staff required to meet demand;

·         Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;

·         Forecasting and analysing data against budget figures on a weekly and/or monthly basis;

·         Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialling products.

·         First degree in any Social Sciences or Business Management course

·         Minimum 3 - 4 relevant post NYSC working experience and must be able to work without supervision

·         Ability to use the Amadeus GDS is an added advantage

·         Prior experience in the TELCO industry (MTN, GLO or Etisalat) is a must have

Expectations/Skills

·         financial planning and budget management

·         people management

·         strong communication – verbal, presentational and written

·         business analysis

·         business management

·         relationship management

·         organisational skills

·         leadership and motivational skills