About Club Concierge Africa:
Club Concierge Africa is recruiting suitably qualified candidates to fill the position below:
Job Title: Head Of Call Center
Location: Ikeja, Lagos
Employment Type: Full-time
Job Overview:
- The Head of Call Centre will be responsible for overseeing all aspects of our customer contact operations, ensuring efficient performance, high-quality service delivery, and exceptional guest satisfaction.
- This leader will manage a multi-channel call centre operation (phone, email, chat, and social), build and lead high-performing teams, and drive continuous improvement in line with our brand promise.
Key Responsibilities:
Leadership & Strategy:
- Develop and execute the call centre strategy aligned with the company’s customer experience goals.
- Lead, mentor, and inspire call centre managers, team leads, and agents across multiple shifts and potentially multiple geographies.
Operational Management:
- Ensure optimal staffing, scheduling, and resource allocation to meet SLAs and seasonal demand.
- Oversee daily operations, including inbound/outbound calls, booking assistance, issue resolution, and customer escalations.
Customer Experience:
- Monitor and enhance the quality of service interactions across all channels.
- Analyze customer feedback and service metrics to drive continuous improvement.
Technology & Tools:
- Collaborate with IT and CX teams to ensure the call centre is leveraging best-in-class CRM, telephony, and automation tools.
- Lead the implementation of process improvements and new technologies to streamline operations.
Reporting & Analytics:
- Track KPIs (e.g., CSAT, NPS, First Call Resolution, AHT) and report on performance to senior leadership.
- Use data insights to optimize operations and enhance guest satisfaction.
Requirements:
- Proven experience (10+ years) managing large-scale call center operations, ideally in the travel, hospitality, or service industry.
- Strong leadership skills with a track record of building high-performing, customer-centric teams.
- Excellent understanding of contact centre technologies, workforce management tools, and customer service platforms.
- Ability to manage performance through data, KPIs, and quality metrics.
- Experience in crisis or incident management (e.g. handling high volumes during flight disruptions, natural disasters, etc.)
- Exceptional communication, problem-solving, and stakeholder management skills.
Preferred Qualifications:
- Experience with global operations or managing outsourced call centers.
- Familiarity with systems like Zendesk, Salesforce, Genesys, or similar.
- Multilingual capability is a plus.
How to Apply:
Interested and qualified candidates should send their applications/CVs to: career@clubconcierge.com using the job title as the subject of the mail.
