Dangote Cement jobs for a call center Manager

Dangote Cement Plc is the biggest quoted company in west Africa and the only Nigerian company listed among Forbes Global 2000 Companies. The Company currently has several cement production plants in Nigeria In addition to presence in 13 African Countries.


To consolidate its current strategic expansion drive in the Cement Manufacturing Industry to fulfill our vision, Dangote Cement Plc is seeking to recruit seasoned candidates for the vacant positions i

Job Description

• Contribute to the development of call center management strategies, guidelines, etc.
• Oversee the implementation of approved strategies, policies and operational plans DCP call centers.
• Maintain knowledge of industry operations and business, products and developments.
• Liaise with relevant functions to ensure seamless integration between the call center and information DCP channels for quick and proactive information sharing and rapid problem resolution.
• Provide guidance to (or connected) center supervisors / managers / officers and other third Ministries team to gather useful information for problem solving.
• Ensure that calls are answered by staff within the agreed time and appropriately.
• Ensure that all customer requests are recorded and in complete and proper documentation of all cases customers call centers is maintained.
• Conduct random quality checks on calls to track the performance of call centers and highlight opportunities for improvement.
• Provide courteous and cordial relations with customers DCP (all contact points CRM) to ensure the loyalty of existing customers and continuing customer growth.
• Recording statistics, utilization and performance levels of the center and to develop relevant management information reports.
• Proactively identify and address potential barriers to effective operations center calls.
• Make recommendations to the manager to improve the performance of call centers and take the necessary steps to implement the recommendations approved.
• Arrange for the Centre, including movement patterns and the number of staff required to meet demand.
• Notify HR vacancies in the center and provide information on job specifications.
• Performance review of staff, liaising with HR to identify training needs and integrate approved training schedule call center work.
• Prepare and submit progress reports / periodic performance to the attention of the Chief, Customer Relationship Management.

Skills and experience required

• Bachelor’s degree or its equivalent in marketing, business management or a related discipline.
• Training or certification in the contact center and customer relationship management will be an added advantage.
• A minimum of five (5) years experience in managing customer relationship and preferably call center environment.
• Very good knowledge of Customer Relationship Management models, techniques and methodologies.
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• Thorough knowledge of methods of market segmentation / customer.
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• Ability to think strategically and creatively.
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• Very good leadership and people management skills.
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• Ability to anticipate and manage difficult situations skillfully.
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• Strong problem solving.
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• Good negotiation and relationship management.
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• Very good presentation, communication skills both written and oral.
• Excellent skills in customer service.

Click here to apple for the July 2013 Dangote Cement jobs