Call Center Manager – BNS Technology Solutions, Monrovia, Liberia

Position Overview:

As the Call Center Manager at BNS Technology Solutions in Monrovia, Liberia, you will lead our call center operations, driving excellence in customer service and ensuring our team meets its performance and quality targets. You will play a crucial role in shaping the customer service strategy, enhancing employee engagement, and implementing efficient processes to support BNS’s growth and customer satisfaction goals.

Key Responsibilities:

• Leadership and Team Management: Lead, motivate, and manage the call center team to achieve outstanding customer service. Conduct regular training sessions, performance reviews, and coaching to enhance team capabilities and performance.
• Operational Excellence: Oversee daily operations, ensuring efficiency and quality standards are met. Implement and monitor key performance indicators (KPIs) to assess operational effectiveness and make data-driven decisions for improvements.
• Customer Satisfaction: Develop strategies to enhance customer satisfaction and loyalty. Address and resolve complex customer complaints or inquiries, ensuring a positive customer experience.
• Process Improvement: Continually assess and improve call center processes and technologies. Implement best practices in call handling, customer interaction, and problem resolution.
• Budget Management: Manage the call center budget, ensuring resources are allocated effectively to meet operational needs and financial objectives.
• Compliance and Reporting: Ensure compliance with local regulations and company policies. Prepare and present regular reports on team performance, customer feedback, and process improvements.

Qualifications and Skills:

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in a call center management role or customer service related, preferably in the technology or service industry.
• Strong leadership and team management skills, with a proven ability to motivate and lead a team.
• Excellent communication and interpersonal skills, with the ability to interact effectively with all levels of management and staff.
• Proficient in call center technology systems and software, with the ability to implement new technologies and processes.
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
• Familiarity with the US business market and regulations in Liberia.
• Proficiency in English.

Working Conditions:

• This position is based in Monrovia, Liberia, at the BNS headquarters.
• Standard working hours with the flexibility to work evenings, weekends, and holidays as required by the business needs.

Essential:

• Demonstrated ability to motivate and lead teams of highly skilled and experienced personnel.
• Must have excellent written and oral communication skills in English and show a commitment to understand BNS’s culture.
• Seeks to engage with all people associated with the BNS’s Operations and to understand, learn from and share cultural differences.
• Demonstrated application of continuous improvement ideas.

Computer Skills:

• Good computer skills with the ability to use integrated management systems, word processing, presentation, and spreadsheet applications.

Communication Skills:

• Ability to communicate effectively across all levels.
• Confident communicator with senior management and external stakeholders.
• Strong report writing and presentation skills.

How to Apply:

Only candidates possessing the requisite experience are requested to apply, and should submit their cover letters, indicating the position for which they are applying and their unique qualifications for the position, along with academic qualifications (copies of degrees obtained and relevant certificates), 3 references, and resume. Candidates must share a one minute video recording reading a sample call center outbound script. Resume/CV must contain a cell phone number as well as email address. Only short-listed candidates will be contacted for interview.

Interested applicants must submit application no later than 3:00 PM on Tuesday, April 30^th,

2024 to info@bnstechsolutions.com Please insert “Call Center Manager” in the email subject line.