Manager, Customer Call Center
Location: Abuja (FCT)
Employment Type: Full-time
About the Role
- We are seeking a highly organized and service-driven Manager, Customer Call Centerto lead and coordinate our customer engagement operations across our retail, hospitality, and service businesses.
- This role is responsible for ensuring that every customer interaction reflects our core values of Knowledge, Integrity, Teamwork, Innovativeness, and Professionalism.
- The successful candidate will manage the call center team, improve response systems, and ensure a consistently excellent customer experience that drives repeat business and strengthens the brand.
Key Responsibilities
- Lead and supervise the daily operations of the customer call center.
- Manage inbound and outbound customer calls, inquiries, complaints, and service requests.
- Develop and implement customer service standards and call handling protocols.
- Monitor call center performance metrics such as response time, resolution rate,and customer satisfaction.
- Train, coach, and motivate call center agents to deliver exceptional service.
- Work closely with operations, sales, and retail teams to resolve customer issues quickly.
- Establish systems for documenting customer interactions and tracking recurring concerns.
- Produce weekly and monthly reports on call center performance and customer insights.
- Identify opportunities to improve customer experience and operational efficiency.
Requirements
- Bachelor’s Degree in Business Administration, Communications, Marketing, or a related field.
- Minimum of 6 years experience in customer service or call center operations, with at least 2 years in a supervisory or managerial role.
- Strong leadership, communication, and conflict resolution skills.
- Experience managing customer service teams in retail, hospitality, or service environments is an advantage.
- Proficiency in call center software, CRM systems, and reporting tools.
- Ability to work in a fast-paced, multi-business environment.
Key Competencies:
- Customer Experience Management
- Team Leadership and Staff Development
- Problem Solving and Conflict Resolution
- Communication and Relationship Management
- Data Analysis and Service Improvement.
Salary
- N250,000 - N300,000 per month.
What We Offer:
- Opportunity to work in a dynamic and growing organization
- Competitive remuneration package
- Professional growth opportunities
- A collaborative and innovative work environment.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should forward their CV to: Hrprixair@lvpgroup.net using the Job Title as the subject of the email.