Company: Mixta Nigeria
Location: All
Job Type: Full Time
Apply Before: 2026-07-31
Job Description
Position Overview
To lead the strategic direction and daily execution of Contact Centre and Experience Centre operations, ensuring excellent service delivery, efficient complaints resolution, and high-performance frontline teams.
Key Responsibilities
Develop and implement Contact Centre and Experience Centre service operations strategy.
Drive improvements in First Contact Resolution FCR, Average Handling Time AHT, call quality, and customer responsiveness.
Design and implement call quality assurance and performance monitoring frameworks.
Analyze Contact Centre service trends and collaborate with resolution partners to identify root causes of complaints and implement service improvement actions.
Lead service recovery frameworks and escalation control processes.
Prepare and submit weekly and monthly service operations performance reports.
Oversee daily Contact Centre operations and Experience Centre service delivery.
Ensure all complaints are logged, acknowledged, investigated, and resolved within the agreed SLA.
Supervise CRM operational usage for case logging, escalation tracking, and closure compliance.
Supervise frontline adherence to SOPs and escalation protocols.
Plan, assign tasks, and provide day-to-day directions to direct reports.
Conduct performance reviews, coaching, and continuous improvement sessions for frontline teams.
Ensure effective operational use of the CRM to support customer engagement and service deliver.
Qualifications
Education:
Bachelor’s degree in Project Management, Architecture,
Engineering
, Construction Management, or related field.
Postgraduate training or certifications in project management are an advantage.
Experience:
Bachelor’s degree minimum.
5–8 years of experience in Customer Experience / Contact Centre Operations.
2–3 years in a supervisory or leadership role.
Real estate or service-intensive industry experience is an advantage.
Skills:
Leadership and people management.
Strong verbal and written communication.
High emotional intelligence.
Service analytics and reporting.
Problem-solving and decision-making.
CRM operational proficiency.
Ability to work under pressure.
How to Apply
Interested and qualified candidates should send their CV to: careers@mixtafrica.com using the Job Title as the subject of the email. Interested and qualified? Go to Mixta Nigeria on sites.google.com to apply
Build your CV for free. Download in different templates.
Source: MyJobMag