Transsnet is a joint venture between Transsion, the manufacturers of smartphone brands used by over 30% of Africans, including Tecno, Infinix and Itel, and NetEase, one of China’s biggest internet companies.
You will have the benefits of working in a startup environment as part of an international team with the opportunity to make a big impact, while being supported by the resources and network of our established parent companies.
1. Optimize the organizational structure of the department.
2. Develop and optimize the SOP of the customer service department. Implement Plus 1 Customer Service Delivery in Contact Center
3. Responsible for the performance evaluation, the formulation of reward and punishment system and the implementation of the company's assessment indicators.
4. Daily management of personnel, training, recruitment, etc. Responsible for the daily performance improvement of CSRs
5. Report on daily customer interactions across all channels and CSRs’ performance as well as all KPIs.
6. Ensure that Call Center facilities, equipment and environment are maintained at the highest possible standard
7. Support IT and other Units on deployment and enhancements of key Contact Center platforms (IVR, CRM, Knowledge management, etc.)
8. Deploy strategy to deliver Answered and Service Levels across all channels (Inbound, Social Media, Chats, etc.)
- Bachelor’s degree or higher
- 4+ years of relevant leadership experience in a customer service role
- Excellent oral and written communication skills
- Strong analytical skills. Use of Analytical tools (Excel, SPSS, etc) and functions like IFs, PIVOT Table, Trend Lines, etc. will be an added advantage
- Strong working knowledge of PC based internet and software applications (Microsoft Office Access, Outlook, Word, Excel, Power Point and Visio).
- Able to handle, prioritize, multiple projects simultaneously
- Understanding of contact center platforms (IVR, CRM, Knowledge management, etc.)
- Understanding of financial services and smartphone apps
Send your CV through this email: firstname.lastname@example.org