Atinuke Odunsi Email & Phone Number

Nigeria

Lagos Nigeria

Set the strategy for the development of the contact Center, stay abreast of new practices and technologies for operational Efficiency Implementation of customer satisfaction improvement initiatives to drive customer loyalty and retention.Advocate for sustainable strategies to impact customer satisfaction, loyalty, and Net Promoter ScoreManage the strategic and operational activities of the contact center, outbound team, and Back office unit to effectively resolve and handle… Show more Set the strategy for the development of the contact Center, stay abreast of new practices and technologies for operational Efficiency Implementation of customer satisfaction improvement initiatives to drive customer loyalty and retention.Advocate for sustainable strategies to impact customer satisfaction, loyalty, and Net Promoter ScoreManage the strategic and operational activities of the contact center, outbound team, and Back office unit to effectively resolve and handle customers issues to resolution.Key focus on excellent quality service, people management and performance improvement Design and deploy campaigns focused on customer retention and loyaltyAssist in planning and managing the human and material resources of the unit to optimize performance, morale and enhance productivityDeploy voice of the customer campaign to survey, analyze and identify customer’s needs and pain points to optimize the customers' experienceImplement new strategies and action opportunities to consistently improve customer experience& loyalty Show less

Lagos

Operational Support• Participate in the implementation of Contact Center Operations plans and target metrics • Liaise with the Training and Quality Assurance units in identifying training interventions for Customer Care Executives (CCEs) • Monitor the work force management report for Contact Center teams to ensure optimal performance of resources • Provide guidance and manage the performance of subordinates • Prepare/ compile agreed periodic activity and performance reports… Show more Operational Support• Participate in the implementation of Contact Center Operations plans and target metrics • Liaise with the Training and Quality Assurance units in identifying training interventions for Customer Care Executives (CCEs) • Monitor the work force management report for Contact Center teams to ensure optimal performance of resources • Provide guidance and manage the performance of subordinates • Prepare/ compile agreed periodic activity and performance reports • Liaise with Training Team to develop Training Modules to address training gaps and developmental needs. Process and Systems Support • Identifying, specifying and documenting CRM systems requirements relating to new Projects, Products, Promotions and Services.• Continuously measure and identify improvements to existing systems, manage the removing of bugs and fixing of defects• Identify and develop processes required for service improvement and customer satisfaction• Monitor and ensure that key customer care process are strictly adhered to and reviewed has requiredConsulting and Relationship ManagementLeadership• Manage the daily operations of the call center optimally, ensuring all performance parameters are met • Provide end-to-end business ownership of Call Centre operations;• Supervise and manage a group of over 15 team-leaders of the various teams in the call center • Utilize all available resources and best-practices across the industry to bring the best of the telecoms world to the organization.Performance Management• Providing individuals and teams with clear, constructive feedback on their performance• Defining and communicating clear performance objectives and standards to the team• Providing relevant learning and development opportunities by providing feedback to individuals• Recognizing and rewarding strong individual and team performance Show less

Project Management,People management,operational efficiency,strategic planning and implementation of business processes,Process development and deployment,Training and mentoring

Bachelor Of Science (Bsc), Mass Communication

Mass communication

High School