Head of Contact Centre at Renmoney

JOB TITLE: Head of Contact Centre

JOB LOCATION: Lagos

JOB DETAILS:

• The Head, Contact Centre is responsible for leading and managing Renmoney’s contact center operations and sales initiatives.
• You will be responsible for overseeing the performance of the contact center team, optimizing processes, and driving revenue through effective sales strategies.

Responsibilities

• Lead, motivate, and mentor the team
• Set clear goals and KPIs for the team and ensure alignment with Renmoney’s business objectives
• Provide ongoing coaching and training to enhance the skills and performance of the contact centre
• Develop and implement best practices for contact centre operations to ensure efficiency and effectiveness
• Monitor KPIs such as call volume, response time and customer satisfaction identify areas of improvement
• Regularly review and optimize workflows and processes to streamline operations and enhance customer experience
• Ensure that all customer interactions are handled professionally, efficiently and in accordance with the call centre policies and procedures
• Implement strategies to enhance and improve customer satisfaction and loyalty
• Provide timely resolution to complex customer issues
• Develop and execute (in collaboration with the marketing team) sales campaigns to drive sales and promote Renmoney’s visibility and market share
• Analyze market trends and customer insights to identify opportunities for targeted sales initiatives
• Track and analyze key metrics related to contact centre performance
• Prepare regular reports and presentations to communicate insights and trends for recommendation to the management team
• Utilize data driven insights to make informed decisions and drive continuous improvement

Requirements

• First degree in any related field
• Minimum of 5+ years in a leadership role preferably in a contact centre
• Excellent communication skills
• Sound knowledge of contact centre technologies and best practices
• Analytical mindset with the ability to interpret data and generate actionable
• Results-oriented with a focus on driving revenue and achieving targets.

HOW TO APPLY
To apply for the ongoing Renmoney job opening, visit the job APPLICATION PORTAL to submit your application!