Job Title: Head, Call Centre Services Location: Abuja Job Description The Head of call centre services is responsible for ensuring all KPIs within the unit are met, direct management of all call centre staff and ensuring all total quality management systems are maintained by carrying out the following duties: Creation of call centre standard operating systems, scripts and total quality management systems Creation and maintenance of groups and teams within the call centre Identifying and support subject matter experts who will handle escalations and customer retention Creating and deploying reward and motivational schemes within the call centre Ensuring relevant learning and training sessions are carried out at regular intervals
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