An exciting career opportunity has arisen within CBZ Holdings Limited for the position of Contact Centre & Digital Marketing Manager. If you are a strategic thinker; an effective communicator; innovative and have passion and drive for a call centre within a large set up, this is a career opening for you.

The role – What we expect from you:

• Managing the Contact Centre operations through effective planning and implementation of robust strategies to increase usage of the channel to support business growth.
• Recommend the deployment of appropriate software to improve operational efficiencies.
• Develop a framework for the management, analysis, tracking and resolution of queries to optimize client experience.
• Roll out digital marketing campaigns across all online platforms and measure response rates.
• Manage all Group social media pages (LinkedIn, Facebook, Twitter, YouTube etc.).
• Manage the Group’s centralized switchboard system.
• Define, design, document and constantly review all customer related business processes for the Contact Centre.
• Implement customer relationship and loyalty programs for clients who use the Contact Centre and Mobile App.
• Develop, implement and review Contact Centre Operational Policies, Service Standards and Procedures.
• Design procedures to identify recurrent sources of customer complaints and take remedial actions to avoid recurrence.
• Develop and implement effective risk management systems within the Contact Centre Operations.
• Set and monitor performance of the Agents against set targets.
• Provide appropriate analytics, metrics and reports to inform decision making and marketing efforts.
• Oversee staffing issues, including an efficient shift work framework.
• Ensure training, upskilling and development of staff in line with changing trends.

Qualifications, Skills and experience required

• A Degree in Marketing, Business Studies or similar from a reputable and recognized tertiary institution.
• Post qualification studies majoring in areas relating to customer service, digital marketing, graphic designing, and the use and management of social media platforms.
• At least 5 years’ managerial experience in a Contact Centre environment.
• Sound knowledge of financial industry products and services.
• Good leadership and people management skills.
• Good appreciation of Contact Centre designs, systems and processes.
• Proficient in the use of Microsoft and Contact Centre software packages.
• Good communication, interpersonal and presentation skills.