Head of Contact Centre Job at Renmoney

Renmoney - We are a passionate team determined to challenge the status quo and make financial inclusion count for the millions of under-banked individuals and small business owners in Nigeria. We provide loans, savings, and fixed deposit solutions to our customers. Our vision is to be the most convenient lending company, delivering outstanding service experiences.

We are recruiting to fill the position below:

Job Position: Head of Contact Centre

Job Location: Lagos
Employment Type: Full Time

The Position

• The Head, Contact Centre is responsible for leading and managing Renmoney’s contact center operations and sales initiatives.
• You will be responsible for overseeing the performance of the contact center team, optimizing processes, and driving revenue through effective sales strategies.

Responsibilities

• Lead, motivate, and mentor the team
• Set clear goals and KPIs for the team and ensure alignment with Renmoney’s business objectives
• Provide ongoing coaching and training to enhance the skills and performance of the contact centre
• Ensure that all customer interactions are handled professionally, efficiently and in accordance with the call centre policies and procedures
• Implement strategies to enhance and improve customer satisfaction and loyalty
• Provide timely resolution to complex customer issues
• Develop and implement best practices for contact centre operations to ensure efficiency and effectiveness
• Monitor KPIs such as call volume, response time and customer satisfaction identify areas of improvement
• Regularly review and optimize workflows and processes to streamline operations and enhance customer experience
• Develop and execute (in collaboration with the marketing team) sales campaigns to drive sales and promote Renmoney’s visibility and market share
• Analyze market trends and customer insights to identify opportunities for targeted sales initiatives
• Track and analyze key metrics related to contact centre performance
• Prepare regular reports and presentations to communicate insights and trends for recommendation to the management team
• Utilize data driven insights to make informed decisions and drive continuous improvement

Requirements

• First degree in any related field
• Minimum of 5+ years in a leadership role preferably in a contact centre
• Excellent communication skills
• Sound knowledge of contact centre technologies and best practices
• Analytical mindset with the ability to interpret data and generate actionable
• Results-oriented with a focus on driving revenue and achieving targets.