Period: August 2010 – March 2012
Company: Communication Network Support Service Ltd (CNSSL)
Position: Supervisor, Customer Care Relations (MTN trained), HMIHY Trainer:
Duties & Responsibilities:
- Executed work plans and programs of CNSSL Nigeria Call Centre Operations in adherence to defined/documented policies, procedures and guidelines
- Coordinated and monitored activities of two (2) teams of forty (40) Call Centre agents to ensure compliance with defined service levels within Call Centre
- Ensured uniform Standards for call handling by all agents
- Monitored and maintained statistics on calls and query types to ensure high and competitive service levels for subscribers
- Monitored team performance to ensure efficiency in call handling and customer service delivery
- Acted as a first-level escalation point for issues beyond call agents’ sphere of control. Liaised with relevant unit/ team to ensure timely resolution of customer complaints
- Promptly escalated issues affecting effective and efficient customer service delivery to the Line manager.
- Conducted routine quality monitoring of calls handled by Call centre agents to identify and isolate developmental needs
- Conducted feedback and coaching sessions with all team members
- Represented team at divisional/ departmental meetings as and when required
- Facilitated prompt and complete dissemination of relevant information to team members
- As a trainer assisted in ensuring optimal utilization of designated applications, systems and tools in Call Centre operations, including Siebel CRM
- As VP Knowledge Champion, I updated the team on new/existing products/services to reduce any knowledge gap and also served as a resource person for the team.
- Prepared/ compiled defined periodic activity and performance reports for the attention of the line manager.
- Ensured team bonding and activities to enhance the well-being and performance levels of assigned team.
- Conducted recruits’ orientation on MTN products and services
- Performed other duties as assigned by the line manager
