Full-Time Contact Center Manager (French Speaking)
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Job Description
In charge of three teams (Contact Center /Prospection/ Customer Care)
Contact Center team (15 agents): S/he will be managing a team of fifteen Contact Center agents (assisted by a Team leader). S/he will update the Contact Center procedures, provide a weekly statistics report regarding the Contact Center activities, and monitor call handling by the Contact Center agents. S/he will be responsible for the recruitment of contact center agents and animate training sessions.
Prospection team (2 prospectors, assisted by a Team leader): S/he will be required to provide leadership, coaching and ongoing and support to Prospection agents in order to achieve the monthly targets set by our client based in France. Day to day management, development and mentoring of a small team (2 prospector +1 team leader). Monitor and analyze ongoing Prospection goals / forecasts are being met or preferably exceeded.
Customer Care team (2 agents): S/he will be managing a team of 2 agents.
Providing day-to-day management of the Administration, Customer Care Service. Ensuring that all administration and customer contact procedures are followed.
Producing statistics and management reports on the department activities
Other duties determined from time to time by the Management.
SKILLS REQUIRED:
•Minimum of 2 years post Matric studies (Business School/University Degree majoring in Business Management or any related field) or equivalent experience.
•Must speak and write French and English
•Must be able to work independently and have a sense of duty
•Strictness and responsiveness are essential to this post
•Ability to synthesize information, ability to rationalize and a good sense of customer care are essential in order to find the best way of effectively resolving claims, for the benefit of both the company and the client.
•COMPUTER LITTERATE
•Excellent inter-personal, communication skills and ability to work in a team
How to Apply
recruitment@tray-international.com
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