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Head, Call Center At Synergy HR Solutions Limited

Date Posted: 20/Apr/2017
Deadline: 25/Apr/2017

Our client, a Regional Bank in Nigeria is looking for a suitably qualified candidate to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness.

Head, Call Center

Job Description

  • Ensuring that technology is utilized to its maximum and that staff are well-organized and productive.
  • The goal is to do everything possible to attain goals and achieve great results for the bank.


  • Develop objectives for the call center's day-to-day activities.
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
  • Assume responsibility of budgeting and tracking expenses.
  • Hire, coach and provide training to personnel to maintain high customer service standards.
  • Monitor and improve ordering, telephone handling and other procedures.
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare reports for different departments or upper management.


  • Proven experience as call center manager or similar position.
  • Experience in customer service is required.
  • Knowledge of performance evaluation and customer service metrics.
  • Solid understanding of reporting and budgeting procedures.
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
  • Proficient in MS Office and call center equipment/software programs.
  • Outstanding communication and interpersonal skills.
  • Excellent organizational and leadership skills with a problem-solving ability.
  • Positive and patient.

Knowledge, Skills, & Experience Requirements

  • Bachelor of Science degree or higher preferred.
  • Minimum 8 years of Call Center/Contact Center management experience.
  • Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and banking opportunities.
  • Exceptional ability to develop and manage results-oriented recruiting and training programs.
  • Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience.
  • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
  • Strong negotiation, interpersonal, written and oral communications skills, including statistical report writing.
  • Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred).
  • Occasional travel to clients or trade show required.

Applicants should send their CV's to: [email protected]

Note: Only shortlisted candidates will be contacted for interview.

Method of Application

Interested and qualified? Click the Apply now button to send your application

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