Call Centre Supervisor

Customer Service & Support

Lagos

Supervisory role for a premier organization established to provide end to end communication as an outbound and inbound communication service Centre.

• Minimum Qualification: Degree
• Experience Level: Mid level
• Experience Length: 5 years

• Overseeing day-to-day operations of the call center
• Monitoring attendance and promptness
• Troubleshooting technical glitches or mishaps.
• Ensuring quiet hours and work etiquette is observed.
• Escalating all issues to the Manager
• Deescalating conflicts promptly.

• Manages and oversees a team of call center 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.
• Provide product/service information by answering questions and helping.
• Assist in onboarding new employees.
• Prepares monthly and annual performance reports.
• Creates targets and goals for improvement.
• Office Set up

12 Apr, 2024