Lase Consulting: Call Centre/Customer Care Manager (CCM), Lagos

About Lase Consulting: Our corporate vision is to be one of the top-5 HR Consulting firms in Nigeria by the year 2015. Our daily HR practice is driven by: professionalism, creativity, diligence, innovation, passion for what we do; the youthful energy of our workforce, and our ability to pay attention to the little details that matter to our clients.We are committed to Total Quality Management at every level of our operations, and we continually seek to deliver optimal ROI to our clients. Our HR Consulting Service As HR practitioners, we are majorly concerned with improving employee-productivity through a holistic approach to People Management. Our multi-pronged HR services to clients include:
- Recruitment & Staffing;
- Employee Management;
- Human Capital Development;
- HR Audit, etc.

Job Title: Call Centre/Customer Care Manager (CCM)
Job Objective:
The Candidate selected for this position will lead the Call Centre/Telemarketing team in the achievement of their functional objectives. The selected candidate will also be expected to draft/modify the Company’s Customer Charter and create appropriate policies which will aid the successful implementation of the charter. (S)he will be responsible for helping all staff understand how Customer service is embedded in their various roles by organizing in-house training sessions for all departments. The Customer Care Manager is to be the voice of the customer inside the company and (s)he will be expected to ensure that employees comply with the Company’s policies regarding customer relations.

Department/Division/Unit: Customer Care

Reports To: GM

Duties & Responsibilities:

General Duties

The successful candidate will be required to:

• Oversee the activities of the CCT team on a day-to-day basis and evaluate the performance and effectiveness of the team
• Monitor the effectiveness of working procedures and ensure that these are met by all staff.
• Ensure procedures are regularly reviewed and updated as required.
• Plan, monitor and co-ordinate workflow and manage staff absence in the CCT department.
• Be able to forecast the needs/challenges that the CCT team face, (e.g. additional call-volumes expected, complex queries etc), and be able to make recommendations accordingly
• Identify training and development needs of the staff to ensure high levels of competence and arrange for such training to be carried out and recorded
• Adhere to the appraisal process and provide regular periodic performance feedback to employees in the CCT department.
• Define and implement a reasonable minimum response time for all orders/enquiries/complaints
• Train members of the CCT team on new products or line of services
• Keep a record of all enquiries/orders placed through the CCT department in order to ensure order-fulfillment
• Liaise with other departments and ensure that the CCT team has substantial information necessary for them to effectively deal with customers’ enquiries
• Effectively manage all escalated cases by members of the CCT team
• Motivate the CCT team to achieve their set targets
• Increase volume of sales order through the CCT unit
• Ensure that all feedback portals (e.g. e-mail addresses, chat-sites, telephone lines), are functioning properly.
• Develop a Customer Service training manual for all Store Sales personnel
• Develop Telemarketing training manuals for staff in the CCT unit

Competencies and Key Performance Indicators: Professionalism; Managing performance; Planning and organizing; Judgment/Decision-making; Communications; Teamwork; Cost savings generated per period; Increase in volume of Sales Order through the CCT department % of Satisfied Customers

Job Specification:
Education Qualification:

First Degree in Management, Business Administration or other relevant field. A post-graduate degree in Management will be an added advantage

Experience:

Minimum 3 years practical experience as Customer Service Manager

Forward applications for this role to: csmrecruitment@laseconsulting.com