CALL CENTRE TEAM LEAD, CALL CENTRE AGENT, TECHNICAL SUPPORT OFFICER, OFFICE MANAGER AND QUALITY ASSURANCE OFFICER LATEST JOBS AT INTERRA NETWORKS LTD (INTERRA)

Interra Networks Ltd (Interra) – is a leading provider of Information & Communications Technology (ICT) solutions for the private and public sector. We develop, deploy and manage ICT products and services with a focus on the emerging markets of the world – from as simple as a website to as complex as a secure IP-Voice Network, we can help turn your business needs into a working solution. We bring our years of experience to bear in developing innovative solutions and partnering with our clients to ensure they derive maximum value from their technology projects.

At Interra Networks our people are our greatest assets. We are growing and need people looking for a rewarding and challenging careers in various disciplines. If you have drive, intellect and a passion to exceed the norm, we want you!

CALL CENTRE TEAM LEAD

MAJOR DUTIES AND RESPONSIBILITIES
Direct supervision of all call centre staff
Monitoring call centre representatives and identify high and low performers by tracking their calls, customer satisfaction levels and general performance at work
Handling of first level escalation.
Monitoring random calls to improve quality, minimize errors and track operative performance
Reviewing the performance of staff, identifying training needs and planning training sessions
Recording statistics, user rates and the performance levels of the centre and preparing reports
Handling the most complex customer complaints or enquiries
Organizing staffing, including shift patterns and the number of staff required to meet demand
Forecasting and analyzing data against budget figures on a weekly and/or monthly basis; improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products
Manage team by walking around. Be visible to answer questions.
Take calls that CCRs can't handle and be available when an agent appears to need assistance.
Monitor queue and track inbound calls. Keep CCRs aware of inbound calls, calls waiting, abandonment rate, etc.
Motivate and encourage CCRs through positive communication and feedback
Carry out any other duties as required

Person Specification
Highly self-motivated
High leadership and mentoring skills
Strong Communication (written and verbal) skills.
Excellent computer and typing skills
Should possess the skill to work both in team and also perform independently.
Persuasive and patient
Analytical
Disciplined

QUALIFICATION REQUIRED
Minimum of Bachelors degree in any field
2-5 years experience in related field

CALL CENTRE AGENT

MAJOR DUTIES AND RESPONSIBILITIES
Support and provide superior service via phones, e-mails and faxes as a receiver and caller
Use questioning and listening skills that support effective telephone communication.
Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
Understand the impact of attitude in handling calls professionally
Effectively deal with job stress, angry callers, and upset customers
Use the most appropriate way to communicate with different behavior types on the telephone.
Apply the elements of building positive rapport with different types of customers over the phone.
Apply the proper telephone etiquette to satisfy various customer situations.
Apply appropriate actions to effectively control a telephone call.
Meets commitments to customers
Obtains client information by interviewing clients and verifying information.
Updates job knowledge by studying new product descriptions and participating in educational opportunities.
Answer inquiries by clarifying desired information; researching, locating, and providing information.
Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Fulfill requests by clarifying desired information; completing transactions; forwarding requests.
Maintain CRM by entering information.
Keep equipment operational by following established procedures; reporting malfunctions.
Update job knowledge by participating in educational opportunities.
Display Time flexibility towards shifts as per work floor requirements
Other duties as assigned.
Person Specification

Strong Verbal Communication skills
Strong Customer service Phone Skills
Listening
Data Entry Skills
People Skills
Attention to Detail
Professional
Ability to multitask

QUALIFICATION REQUIRED
Minimum of Bachelors degree in any field
No experience required

TECHNICAL SUPPORT OFFICER

MAJOR DUTIES & RESPONSIBILITY
Installation, integration, maintenance and management of networked systems for the transmission of data.
Identify and resolve server hardware issues.
Server support would be windows enterprise and other servers in the data centre.
Carry out regular checks on the status of servers (software and hardware)
Manage the data backup of servers
Efficiently analyzing and correcting hard ware and network issues.
Install new equipment and soft ware upgrades.
Responsible for the overall soft ware needs of the company (network and computer applications)
Start up all applications e.g.: Sugar, CRM, Sales force ETC.
Install soft ware, tests systems, implement and maintain system integrity.
Recommend and install fire walls and antivirus Software.
Handle escalation support from support team as assigned by support chief.

PERSON SPECIFICATION
Must be able to work flexible hours on-site and remote.
Ability to communicate with individuals at all levels in the Company and with various business contacts outside of the company in an articulate, professional manner
Strong interpersonal skills
Good analytical skills
Excellent critical thinking and problem solving skills
Ability to multitask

QUALIFICATION REQUIRED
Minimum of Bachelors degree in related field
1-3 years experience in related field

OFFICE MANAGER

MAJOR DUTIES AND RESPONSIBILITIES:
Maintain the condition of the office and arranging for necessary repairs;
Provide document and telecommunication management.
Write reports for senior management
Deliver presentations about the work of the office to senior management
Involvement in management discussions on the organization’s policies and
strategic development
Develop and implement new administrative systems
Organize the office layout and maintain supplies of stationery and
equipment;
Continuously seek ways to improve service delivery by establishing
processes for all administrative tasks
Ensure that Interra Networks processes and procedures are best practice compliant
Manage and maintain all equipment, facilities, assets and ensuring a safe
and secure work environment
Manage all supplier relationships by constantly updating procedures for
improved and quality service delivery
Submit information for budget preparation
Ensure compliance with all regulatory authorities.
Provide secretarial support to management team

PERSON SPECIFICATION
Creativity & Innovativeness
Analytical
Research Savvy
Team Player
Proactive
Self-Starter
Highly self-motivated
Strong Communication (written and verbal) skills.
Should possess the skill to work both in team and also perform independently.
Persuasive, patient manner
Coaching and leadership skills
Disciplined

QUALIFICATION REQUIRED
Minimum of Bachelors degree in Business Administration or related field
3-5 years experience in related field

QUALITY ASSURANCE OFFICER

MAJOR DUTIES AND RESPONSIBILITIES:
Oversee all aspects of quality assurance including call monitoring, evaluation and calibration scoring
Provide coaching, training and development to contact center agents
Educate agents, supervisors and managers on Quality Assurance process
Track and identify reoccurring problems and service opportunities
Analyze quality and performance trends to provide recommendations for improvement
Responsible for scheduling, facilitation and documentation of regular continuous improvement meetings
Submit monthly reports, general information, and recommendations to the general manager
Assist the general manager and executive management team in the formulation of policies and provide all facts needed for decision making
Manage, organize, and update relevant data using database applications
Communicate and provide accounts data as and when required
Arrange and participate in meetings, conferences, and project team activities
Perform any other duties when required

PERSON SPECIFICATION
Analytical
Research Savvy
Team Player
Proactive
Self-Starter
Highly self-motivated
Strong Communication (written and verbal) skills.
Should possess the skill to work both in team and also perform independently.
Persuasive, patient manner
Coaching and leadership skills
Disciplined

QUALIFICATION REQUIRED
Minimum of Bachelors degree in related field
3-5 years experience in related field
CLICK HERE TO APPLY

Share on Google Plus

About Unknown

Deji Sadiq, a.k.a DEJI OF LAGOS is a LASU trained Economist turned freelance journalist, a Blogger, an information strategist, a public affairs analyst and a committed activist with a passion for equal opportunities.