Head of Customer Service Operations
Job Description
Location: Abuja (FCT)
An exciting opportunity is available for an experienced Head of Customer Service Operations to lead customer service strategy and operations for a dynamic organization. The ideal candidate will be responsible for driving service excellence, enhancing customer satisfaction, and managing large teams in a fast-paced environment.
Key Responsibilities:
- Oversee daily customer service operations, ensuring high-quality support across all communication channels.
- Develop and implement customer service strategies to improve satisfaction and operational efficiency.
- Lead, mentor, and manage large customer service teams to achieve performance targets.
- Analyze customer feedback, service metrics, and KPIs to drive continuous improvement initiatives.
Educational Qualifications and Experience:
- Bachelor’s Degree in Business Administration, Communications, Management, or a related field.
- A Master’s Degree (MBA or equivalent) is an added advantage.
- 6 – 10 years of progressive experience in customer service or operations, with at least 3 years in a managerial or leadership role.
- Experience in fintech and e-commerce sectors is preferred.
- Proven ability to lead large teams and successfully execute service improvement strategies.
Key Skills and Competencies:
- Strong leadership and team management abilities.
- Excellent communication and interpersonal skills.
- Ability to think strategically and manage operational plans effectively.
- Proficiency in analyzing customer data and KPIs for decision-making.
- Skilled in CRM tools, ticketing systems, and digital communication platforms.
- Emotional intelligence with excellent conflict resolution capabilities.
- Ability to thrive in fast-paced, target-driven settings.
How to Apply:
Interested and qualified candidates should send their CV to humancapital@virtualswitch.org using “Head of Customer Service Operations” as the subject of the email.
