• Application Deadline: Wed, 23 Jul 2025 00:00:00 GMT
• Position: Call Center Supervisor



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 5 years



• Location Lagos




• Job Field Customer Care 
  
  

ROLE DESCRIPTION

• Organizes and directs the day-to-day activities related to the operation of the Call Center.


• Responsible for managing, training & guiding call center agents in performing their duties.


• Provides support, reports & resolves problems and complaints.


• Monitors agents & contact center performance and analyzes reports.


• Helps developing schedules to ensure adequate staffing levels.

KEY RESPONSIBILITIES

• Supervises, plans and manages functions related to Call Center work area.


• Oversees and directs the day-to-day activities of telephone operators and call center agents.


• Answering agent questions regarding best practices or difficult calls.


• Acts as a source of information and answers operator/agents questions, assigns tasks, follows up and gives instructions as necessary.


• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.


• Carries out supervision, coaching, call monitoring, training, reviewing and disciplining of all operators/agents.


• Attends, follows up & resolves customer complaints. Carries out performance monitoring, measurement and evaluation of all operators/agents to improve efficiency.


• Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job


• Compiles and maintains lists of key and on-call schedules & personnel, and ensures all lists are available to operators for use as required.


• Prepares and directs scheduling, monitors operators' attendance, schedules shifts & breaks as necessary


• Performs other similar or related duties, as assigned, such as updating databases, coordinating activities related to repair and maintenance of equipment, ordering materials and supplies, etc


• Preparing reports and analyzing data to assist management as they determine call center goals.


• Ensuring agents understand and comply with all call center objectives, performance standards, and policies

COMPETENCIES AND KEY REQUIREMENTS

• Excellent communication, leadership and interpersonal skills.


• Excellent command of English


• Good knowledge of commonly used word processing, spreadsheet, and database software packages


• Excellent customer service and problem resolution skill


• Ability to effectively and professionally communicate with persons Of all background.


• Experience in and the ability to efficiently manage multiple telephone lines.

MINIMUM EDUCATION AND WORK EXPERIENCE

• Bachelor's degree in Business Administration or related field


• Five years customer service experience with at least three years experience leading teams (Call Center environment preferred).