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


From 0 to 2008
Delta State University
No added languages


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
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


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