CUSTOMER OPERATIONS MANAGER AT LEBARA NIGERIA

About Company:

Lebara Nigeria - Beyond top-tier telecommunications, we have forged strategic partnerships to offer financial services designed to empower the creative industry. Through microloans, device funding, Lebara powered internet hubs, and culture-shaping events to boost the art, culture, tourism and creative economy. we are committed to driving innovation, inclusion, and economic growth.

Job Description:

• Team Management: Manage, coach, and develop a team of customer service supervisors and agents, setting performance goals and conducting regular reviews.
• Process Optimization: Analyze and improve customer service workflows and processes to increase efficiency and effectiveness.
• Performance Monitoring: Track key operational metrics, such as Average Handle Time (AHT), First Call Resolution (FCR), and service levels, and implement action plans for improvement.
• CRM & Tools Management: Serve as the administrator for CRM and other customer support tools, ensuring they are used effectively and meet the team's needs.
• Quality Assurance: Implement and oversee a quality assurance program to monitor and improve the quality of customer interactions.
• Reporting: Prepare and present regular operational performance reports to the Head of Customer Experience.

Requirements:

• Strong knowledge of CRM software (e.g., Salesforce, Zendesk) and call center technology.
• Excellent leadership, team management, and coaching skills.
• Proficiency in data analysis and operational reporting.
• Strong problem-solving and process improvement capabilities.

Qualifications and Skills:

• Education: A Bachelor's Degree in Business Administration, Management, or a related field.
• Experience: 6–8 years of experience in customer service operations, with at least 3 years in a managerial or supervisory role, preferably in a call center environment.
• Certified Call Center Manager (CCCM)
• COPC (Customer Operations Performance Center) Certification

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should send their Resume to: youbelong@lebara.ng using the Job Title as the subject of the email.