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Title I.T Officer, Call Taker,Call Center Supervisor and Call Center Manager
Start Date 2015-11-02
Location Kaduna and Jigawa
Job Information

4D Associates Nigeria Limited is a leading Information technology company that supports a range of software products and technologies including scalable open source operating systems, commercial software like Linux, Microsoft and Oracle. We have in house expertise and partnerships to provide integration of best of breed technologies, enterprise architecture, digital literacy through training, identity and asset management, service oriented architecture, e Health services such as e health directory, death and birth registration including payment systems, GIS application, business intelligence and facility management solutions.
Our world class consultants provide consulting and support services on Organizational Management Systems and Programs, base line studies, Field Research, software selection and vendor management services, skills gap analyses, development of IT Policy and Strategy, Security Policy / Framework, Skills Assessment and Competence development, system audit, Software Asset Management , e learning solutions and call center management.
Job summary
4D Associates has been engaged by the Nigerian Communications Commission (NCC) to manage Emergency call center sites in Kaduna and Jigawa states and is currently recruiting qualified candidates to occupy the positions of I.T technical support staff, Call Taker, Call Center Supervisor and Call Center Manager.
Location
Kaduna and Jigawa States.
Qualification and Requirements
I.T technical support:
 Minimum of BSc, HND in Computer Science or related discipline with extensive experience in a similar role.
 Minimum of 3 years post NYSC experience as an I.T support staff. (Working in call center is an added advantage).  Must possess sound networking skills, and exhibit proficiency in Huawei technology.
 Must Possess English language skills to a business level.
 Must possess excellent communication and cooperation skills, team oriented as well as a self-dependent and structured approach to work.
 Programming skills such as, Java, PhP, C++, language would serve as an added advantage
Responsibilities:
 Generate weekly I.T reports and submit to the center manager
 Providing technical support to call takers and dispatchers on software and hardware issues.
 Diagnose and resolve technical issues
 Escalate problems to appropriate OEM technical resource
 Follow standard help desk procedures and document all helpdesk interactions
 Perform maintenance activities on network, hardware and software installations as required to ensure optimal availability and performance.
Qualification and Requirements
Call Taker
 Minimum of BSc, HND qualification in any field preferably sciences and social sciences.
 Prior experience in working as a call taker is an added advantage.
 Good proficiency and navigation skills around a PC
 Excellent keyboard skills is required as call takers frequently need to input data into a system
 Good telephone manner with a clear speaking voice as most of the work will be done over the telephone.
 Good communication skills and the ability to build rapport with the customer
 Ability to work well in a team.
 Ability to learn quickly on the job
Responsibilities:
 Understanding customers’ inquiries or complaints and deal effectively with people who may be worried, angry, or in an emergency situation.
 Transfer emergency calls to the appropriate response agency.
 Adhere to the standard call handler procedures in emergency call centers
 Adhere to the internal call handling procedures as laid out by the call center manager to meet 4D KPI’s.
 Proper documentation of call details for future references.

Qualification and Requirements

Call Center Supervisors

  • Minimum of BSc, HND qualification in any field preferably sciences and social sciences.
  • A master’s degree is an added advantage
  • Minimum of 3 years post NYSC experience
  • Prior work experience in similar role
  • Trainings and certification in call center management
  • Training and Certification in managerial course from a reputable institute is an added advantage
  • Must possess strong communication skill, verbal, presentational, written.
  • Must possess leadership and motivational skills.
  • Must be a man-manager
  • Must possess good telephone manners with a clear speaking voice
  • Must be able to think out of the box in resolving complex issues within the call-center workstation.

 Responsibilities

Call Center Supervisors

  • Managing the call-takers work environment
  • Assisting Call-Takers in resolving complex call issues.
  • Managing shifts of Call-Takers
  • Ensuring Call-takers adhere to standard call handling procedures for emergencies.
  • Appraisal of call-takers periodically
  • Sending reports periodically to the call center manager

Qualification and Requirements
Center Manager
 Minimum of BSc, HND qualification in any field preferably sciences and social sciences.
 A master’s degree is an added advantage
 Minimum of 6 years post NYSC experience
 Trainings and certification in call center management
 Minimum of 3 years in managing emergency call centers
 Training and Certification in managerial course from a reputable institute is an added advantage
 Must possess strong communication skill, verbal, presentational, written.
 Must possess leadership and motivational skills
Responsibilities:
 Oversee the day-to-day running of the emergency call center
 Oversee the financial planning and management of the emergency call center budget
 Management of the staff of the call center which includes; call takers, call dispatchers, facility managers, I.T staff etc.
 Prepare and submit monthly reports to NCC and 4D project Coordinator
 Conduct business analysis on the project and introduce new trends to optimize operations in the ECC.
 Manage relationships internal to the organization and external to the NCC and stakeholders.

How to Apply
Interested and qualified candidates should send their applications and detailed CV (in word or PDF format) to career@omnlgroup.com . Quote the position being applied for as the subject of your cover note/mail.
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