CornerStone Staffing - Our client, a big player in the FMCG Industry, requires the services of a qualified candidate to fill the positions below:

Job Title: Manager, Customer Issue Resolution
Location: Lagos
Job Description

• We are looking to recruit a Manager, Customer Issue Resolution. In this role, you will identify areas for service improvements and develop programs that improve the overall quality of the customer’s experience when interacting with the customer service team.

Responsibilities

• Manage complaints and customer satisfaction through policies and procedures with the aim of providing prompt and quality end to end resolution.
• Monitoring and managing Service Recovery Unit’ s (SRU) performance and adherence of Complaints standard turnaround time, tracking and reporting all written complaints received for Management awareness with SRU meetings to be held on a monthly basis on areas of improvement.
• Attend to complaints received from all channels ensuring all complaints are handled within the benchmark timeline and according to relevant Guidelines.
• Work with case owners to actively manage customer complaints within SLA of 85% closure within T+3 days.
• Work with frontline leads and key partners/resolution owners to ensure Contact Centre complaints are closed and resolutions are provided to customers in a timely manner for escalated cases.
• Drive improvements through collaboration, empowerment and process improvements with stakeholders from all products, channels and segments using complaint analysis.
• Communicate regularly feedback to Product/Business owners to units to ensure delivery of quality service at all times to ensure high customer retention as well as providing ideas and suggestions to improve the departments’ products and services and to overcome its weaknesses.
• Identify drivers of customers’ dissatisfaction through analysis and scoping of root causes and developing & implementing appropriate quality process solutions to address customer issues.
• Identify project opportunities with high customer and business impact and provide such feedback to Business Process Improvement Unit to improve process utilizing process improvement and quality tools and methodologies.
• Responsible for period reports for management on complaint statistics and oversee Unit’s reports and statistics on monthly basis.
• Review complaint guidelines and policy for enhancement as well as to develop customer service procedures, policies and standards for organization or department.

Education and Experience

• 5- 7 years of experience in complaint resolution and service recovery management.
• Familiar with Contact Centre operating systems and processes
• Confident and possess strong interpersonal skills with the ability to work well with people of all levels.
• Excellent in written and verbal communication.
• Analytical, able to analyse data, identify trends and make strategic recommendations.
• Able to perform analysis using at least Excel BI/Macro.

Skills and Competencies:

• Problem solving and conflict resolution experience.
• Excellent verbal, written and interpersonal skills, including the ability to communicate with people at all levels of an organisation.
• Demonstrated leadership experience.
• Excellent technical competence using Microsoft Office software and experience using customer management tools and systems.

Job Title: Customer Service Quality Assurance Specialist
Location: Lagos
Job Description

• The Quality Assurance Specialist is responsible for supporting QA Management by reviewing phone, chat and email contacts to identify performance improvement opportunities.
• You will use the knowledge gained from the customer contact reviews to devise improvement plans and work with CS leaders to implement solutions.

Responsibilities

• Identify performance improvement opportunities from customer contact reviews, provide feedback to CS teams and drive change across Customer Care
• Perform review of contacts from all channels to ensure adherence to quality assurance standards
• Convert concepts and abstracts into tangible and digestible material/programs
• Manage CS customer experience improvement projects from the Quality Assurance function perspective by creating methods to review contacts, captured and deliver actionable insights
• Lead QA site calibration and identify process improvements relating to contacts and behaviors
• Compose summaries from call listening and transcript reviews to present the most relevant business pain points while recommending solutions
• Present stakeholders with observations and trends identified during contact review
• Lead compliance enforcement including reporting and trend analysis
• Create new metrics and dashboards to measure and improve quality metrics.
• Be the voice, advocate and key point of contact (from the QA perspective) for local teams

Education and Experience

• Bachelor's Degree
• 5+ years of experience in Customer Service Quality Assurance role where analysis was performed to identify gaps and draw conclusions leading to improvement initiative recommendations
• Successful track record leading projects, process improvements or operations, possibly in a CS environment
• Highly developed analytical skills and process understanding to evaluate large amounts of data and to identify implications for service delivery.
• Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word, Visio

Skills and Competencies:

• Goal driven and able to not only dive deep, but also to step back and look at the bigger picture
• Professional approach to working with colleagues across different departments, countries, at all levels, in both distributed and local teams
• Demonstrated ability to meet deadlines while managing multiple projects and prioritize work
• Results orientated with a bias for action, taking responsibility and owning delivery.

Job Title: Customer Service Workforce Management Specialist
Location: Lagos
Job Description

• The Specialist will serve as the point of contact for the Call Center Management Team with regard to service level information and key performance indicator reporting.
• In addition, he or she will provide recommendations based on analysis of productivity, service level, contact volume and staff trends.

Responsibilities

• Design, develop, recommend, implement, monitor and improve effective call centre workforce scenario modelling to increase call centre performance and workforce optimization, and, thereby, support overall corporately approved customer service strategies.
• Build effective workforce plans that optimize resource utilization by effectively forecasting short-term, medium-term and long-term resource requirements across multiple call types and businesses.
• Provide data-driven insight and make recommendations to Customer Service, HR Business Executives and other internal stakeholders with respect to staffing and recruitment planning by conducting workforce trend analysis, evaluating workforce plans and identifying resource gaps.
• Leverage expert knowledge in workforce data collection and analysis to identify workforce inefficiencies, problems that require consistent customer resolution, training needs and organizational changes within the call centre design to optimize the customer service experience.
• Manage forecast and update forecasts based on historical patterns and run analysis
• Be responsible for collecting, managing, and reporting on all headcount records for long- and short-term planning in the Customer Service organization, taking the opportunity to keep employees and their managers informed of their performance to standard with respect to cost, service and quality.
• Fully leverage his or her workforce management software expertise and capabilities to continuously improve workforce planning, forecasting and reporting.
• Lead a team towards achieving functional objectives by providing guidance, support and direction, and creating a climate where staff is motivated and committed to the function’s mandate and objectives.

Education and Experience

• Bachelor's Degree in Economics, Business, Engineering, or other quantitative focus
• 6+ years of overall work experience, with at least 3 years of Workforce Management and Capacity planning management experience including forecasting, scheduling and real-time operations management in a multi-skilled call center environment.
• 2+ years in a leadership role
• Maintain and analyze workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.
• Participate in the development of WFM strategy, Capacity planning, Forecast Analysis, long range planning, critical success factors, operating plans, and formulation of goals.
• Experience with database software (SQL Server, MySQL, Access, etc.) and various data acquisition languages (SQL, Python, Java).

Skills and Competencies:

• Goal driven and able to not only dive deep, but also to step back and look at the bigger picture
• Professional approach to working with colleagues across different departments, countries, at all levels, in both distributed and local teams
• Demonstrated ability to meet deadlines while managing multiple projects and prioritize work
• Results orientated with a bias for action, taking responsibility and owning delivery.

How to Apply
Interested and qualified candidates should:
Click here to apply