• Application Deadline:
• Position: Call Centre Supervisor


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 5 years


• Location Lagos


• Job Field Customer Care 
  

Responsibilities

• Coordinating Monthly payroll


• Overseeing day to day operations of the call centre


• Monitoring attendance and promptness


• Troubleshooting technical glitches or mishaps.


• Ensuring quiet hours and work etiquette is observed.


• Escalating all issues to the directors


• De-escalating conflicts in a timely manner.


• General administrative/clerical tasks


• Auxiliary tasks required.


• Manages and oversees a team of call centre agents.


• Motivates and supports agents through feedback and communication.


• Measures KPI’s like inbound calls, call waiting, and call abandonment.


• Assists with taking agents’ calls if they can’t handle the workload.


• Improves quality of results by recommending changes.


• Provides product/service information by answering questions and helping.


• Assist onboarding new employees.


• Prepares monthly and annual performance reports.


• Creates targets and goals for improvement.


• Office Set up.

Minimum Qualifications

• BA or B.Sc.


• At least minimum of 5 years of working in customer service, a supervisory role, or in a call centre is required.


• Experience with coaching, training, and motivating employees is required.

Technical Competencies:

• Tech savvy with knowledge of relevant computer programs and telephone equipment


• Ability to remain calm and respectful under pressure.


• Exceptional customer service expertise


• Proficiency with the English language


• Strong verbal and written communication skills


• Organizational skills and attention to detail


• Familiarity with quality assurance and data analysis software


• Excellent negotiation and problem-solving skills

Behavioural Competencies:

• Ability to work under pressure and multitask effectively.


• Good Verbal communication & interpersonal Skills.


• Attention to Detail.


• Persuasive.