Head of Customer Service Operations at Virtual Switch International

Location: Abuja (FCT)
Industry: Power & Energy
Experience Level: Senior Management
Application Deadline: Open until filled

Virtual Switch International, a trailblazer in the power industry with a legacy spanning over seven years, is seeking a dynamic and experienced professional to join their team as the Head of Customer Service Operations. This pivotal role offers an exciting opportunity to lead a high-performing team, enhance customer satisfaction, and drive operational excellence in a fast-paced, innovation-driven environment.

Key Responsibilities

As the Head of Customer Service Operations, you will:

Lead and Manage Operations: Oversee the daily operations of the customer service department, ensuring consistent and high-quality service delivery across all touchpoints.
Develop and Implement Policies: Create and enforce customer service policies, procedures, and standards to streamline processes and enhance efficiency.
Set and Monitor Performance Targets: Establish performance targets for speed, efficiency, customer satisfaction, and quality, and monitor them through KPIs and dashboards.
Collaborate Across Departments: Coordinate with sales, marketing, IT, and product development teams to ensure a seamless customer journey.
Drive Continuous Improvement: Develop strategies for continuous improvement of the customer service function, including automation and digital support tools (e.g., chatbots, CRM systems).
Manage Budgets and Resources: Oversee customer service budgets, forecasts, and resource planning to align with organizational goals.
Foster a Customer-Centric Culture: Champion a customer-centric culture across the organization, ensuring that customer needs and feedback are prioritized.
Recruit, Train, and Evaluate Staff: Lead recruitment efforts, provide training programs, and conduct performance evaluations to build and maintain a skilled customer service team.
Implement Feedback Mechanisms: Establish customer feedback channels and ensure issues are escalated and resolved efficiently.
Analyze Customer Data: Identify trends in customer inquiries, complaints, and behavior to inform business improvements and enhance service delivery.

Educational Qualifications and Experience

To be considered for this role, candidates should possess:

Educational Background: A Bachelor’s Degree in Business Administration, Communications, Management, or a related field. A Master’s Degree (MBA or equivalent) is an added advantage.
Industry Experience: Experience in fintech and e-commerce sectors is preferred, providing a solid understanding of the industry’s dynamics and customer expectations.
Leadership Experience: A minimum of 6–10 years of progressive experience in customer service or operations, with at least 3 years in a leadership or managerial role.
Technical Proficiency: Familiarity with CRM tools, ticketing systems, and digital communication channels to effectively manage customer interactions.
Analytical Skills: Ability to interpret customer data and KPIs to make informed decisions and drive improvements.

Desired Skills and Competencies

The ideal candidate will demonstrate:

Strong Leadership: Proven ability to lead and inspire a diverse team, fostering a positive and collaborative work environment.
Emotional Intelligence: High level of emotional intelligence and conflict resolution skills to manage customer and team interactions effectively.
Strategic Thinking: Ability to develop and execute operational plans aligned with organizational goals and customer needs.
Communication Skills: Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization.
Adaptability: Capacity to work in a fast-paced, target-driven environment, adapting to changing priorities and challenges.

Work Environment and Culture

At Virtual Switch International, you can expect:

Innovation-Driven Culture: A fast-growing organization that encourages creativity and the implementation of cutting-edge solutions.
Collaborative Team Dynamics: A performance-oriented team culture that values collaboration and mutual support.
Customer-Centric Approach: A commitment to delivering exceptional customer experiences through data-driven decision-making and continuous improvement.

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.

Note: This position is based in Abuja (FCT), Nigeria. Candidates should be prepared to relocate if necessary.

For more information and to apply, visit the official job listing: Head of Customer Service Operations at Virtual Switch International