Contact Centre Consultant

Resource Intermediaries Limited (RIL) is seeking a dynamic and experienced Contact Centre Consultant to join our growing team in Nigeria. As a leader in outsourcing management, we pride ourselves on delivering value-adding services across Human Resource Management, People Placement, and Learning & Development. This is an excellent opportunity to contribute to our mission of easing business burdens while working with a professional and efficient team.

Job Overview

The Contact Centre Consultant will serve as a strategic partner to our clients, providing expert guidance on contact centre operations, performance optimization, and service delivery excellence. You will leverage your industry expertise to develop solutions that enhance operational efficiency and customer satisfaction across diverse client portfolios.

Key Responsibilities

• Assess current contact centre operations and identify improvement opportunities
• Develop customized strategies for performance optimization and cost efficiency
• Provide training and coaching to contact centre teams
• Monitor KPIs and deliver actionable insights to clients
• Support recruitment and onboarding processes for client teams
• Maintain strong client relationships and ensure satisfaction

Requirements

• Minimum 5 years’ experience in contact centre management
• Strong knowledge of contact centre operations and best practices
• Excellent communication and presentation skills
• Problem-solving ability and strategic thinking
• Experience with performance analytics and reporting

What We Offer

• Competitive compensation package
• Professional development opportunities
• Collaborative and supportive work environment
• Career growth potential within a growing organization