Emmanuel
Personal data and contacts will be open only to employers with access to CV database
Callcentre manager 250 000
Job Type: Full-Time

Education

From 0 to 2008
Delta State University
No added languages

Experience

Assistant Customer Care Manager
Nta star Tv Network(Startimes)
February 2012 - Present Day (5 years 6 months)
  • · Assists managing day-to-day operations of the Call Center.

    · Assists with training staff in the Call Center operations.

    · Participates in design of call monitoring formats and quality standards.

    · Assist in setting quality standard and Service Level Agreement(SLA)

    · Manage quality assurance team and inventory standard.

    · Ensure first call resolution (FCR) is achieved.

    · Monitoring random calls to improve quality and minimize errors.

    · Provides Call Center staff with information on quality customer service telephone skill

    · Assist in training staff on new product and program updates.

    · Evaluate call center agent and data dispatch agent on quality standards.

    · Performs call monitoring and provides call trend to the call center management team.

    · Uses quality monitoring data management system to compile and track performance of team.

    · Coordinate Pep-Talk and gives feedback to Manager

    · Send reports on quality rating to management team for review.

    · Handling the most complex customer complaints or enquiries;

    · Organizing staffing, including shift patterns and the number of staff required to meet demand.

    ·

Callcentre Supervisor/Data Manager
MTN NIGERIA
July 2010 - January 2012 (1 year 7 months)

· Manages all information process in the call center

· Monitoring and evaluate of call quantity and trends

· Handling of dormant and new customer survey procedures

· Assign daily customer information to agent for survey.

· Ensure agent meet daily call target and resolve escalations.

· Improves quantity and efficiency in the call center and data dispatch

results by recommending changes

· Train call agent on usage of all company’s applications/client management (C.RM).

· Assist in managing shift and attendance

· Ensure prompt sending of call center daily report to Headquarter.

· Assist in ensuring discipline is attained in the call center.

· Intervene on complex issues and resolving them as quickly as possible.

· Ensure that the equipment and devices are in good working condition

· Keeps equipment operational by following established procedures; reporting malfunctions.

· Train and coach the new customer service agents on various surveys.

· Data management and verifying information

Collects, maintains and interprets data pertaining to Call Center operations

Additional information

About Me

COVER LETTER

My years of experience in zenith Bank andMTN Nigeria as a call centre supervisor/data manager has taught me how to meet and exceed each customer's expectations with service that sells. . Positioning a company for better exposure and greater marketability is a task that I have performed with success many times.

I am an excellent trainer who achieves ongoing success with my teams by building morale, maintaining teams' self-confidence to build the sale by improving their communication skills.

Currently i am working with NTA STAR TV NETWORK(STAR TIMES)as an assistant call center manager/head of quality assurance department. I believe I have all it takes to give your company the best services required and also to get your staffs equipped.

It would be a pleasure to have an interview with you

Yours Faithfully

Barhai O Emmanuel

08062359009