• Application Deadline:
• Position: Contact center Supervisor


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 - 4 years


• Location Lagos


• City Anthony Village


• Job Field Customer Care 
  

Responsibilities

• Manage the call centre’s team of agents


• Periodically listen to call agent/online conversations and provide interventions when the need arises.


• Available at all times for agents’ questions and concerns.


• Handle calls from customers who wish to speak to a supervisor for whatever reason.


• Monitor the number of calls that the agent handles each hour to ensure each agent is taking the required number of calls.


• Check the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time.


• Inform management when waiting times consistently remain too long so that management may consider hiring additional employees to prevent customers from hanging up.


• Review all call reports and suggest required interventions


• Maintain call agent attendance records, and train new call center agents.


• Meet with management to report the progress of the call agent team.


• Provide helpful feedback and positive communication to motivate call agents.


• Run regular staff meetings with the call agent team in order to feel their pulse and get the necessary feedback for the business


• Keep up with industry trends and best practices


• Train call agents on a new computer or telephone equipment as well as new products and services offered by Avetium or our client.


• Communicate any company policy and procedure changes to call agents.


• Make sure agents participate in continuing education to maintain any required certifications.


• Maintain any certifications the company requires of supervisors through continuing education or advanced training.

RequirementsQualifications:

• 2-4 years experience


• B.sc


• Must have worked with an HMO company