Job Title: Call Centre Supervisor
Location: Lagos
Reporting Line: Business Development/Marketing Unit
Responsibilities
- Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
- Answering agent questions regarding best practices or difficult calls.
- Identifying operational issues and suggesting possible improvements.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Preparing reports and analyzing data to assist management as they determine call center goals.
- Call Center Supervisor Requirements:
- Call center, customer service, 3 years supervisory experience
- Proficiency with technology, especially computers, software applications, and phone systems.
- Exceptional verbal and written communication skills.
- Strong understanding of company products, policies, and services.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Excellent problem solving, leadership, and customer service skills.
- Analytical, efficient, and thorough.
- Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
Education, Experience, and Licensing
Requirements:
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- University/college degree is an asset.
- 2 – 3 Years experience as a Supervisor
- Previous customer service experience/call centre agents are preferred especially in particular industry.
Qualifications / Skills:
- Verbal communication
- Phone skills
- Listening
- Data entry skills
- People skills
- Informing
- Customer focus
- Customer service
- Attention to detail
- Professionalism
How to Apply
Interested and qualified candidates should send their Applications and Resume to: [email protected] cc [email protected]
Job Features
Job Category | Engineering / Technical |
Deadline | 25th January, 2020. |