Call Center Supervisor

Interra Networks Ltd

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Interra Networks is an Information & Communications Technology (ICT) company headquartered in Atlanta, GA. USA with offices in Abuja, Lagos and Enugu, Nigeria. We operate a BPO (Business Process Outsourcing) facility and provide technology-enabled services to the public and private sector. Our services provide our customers with world-class, convenient, reliable and cost-effective business solutions.

 Requirements:

  • Ability to manage a team of call center agents.
  • Ability to answer questions from call agent and provide guidance and feedback.
  • To anticipate escalation and take over calls when needed.
  • Ability to devise ways to optimize procedures and keep staff motivated.
  • To be able to measure staff performance with key metrics such as call abandonment, calls waiting etc.
  • To ensure adherence to policies for attendance, established procedures etc.
  • To keep management informed on issues and problems.
  • Prepare monthly/annual results and performance reports.
  • Willingness to work at night on shift basis.
  • Be available to affect the entirety of the team’s operations.
  • Manage by walking around. Be visible to answer questions.
  • To take calls that your agents cannot handle and be available when an agent appears to need assistance.
  • To liase with Human Resources to review staffing levels and employee issues.
  • To monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
  • To motivate and encourage agents through positive communication and feedback.

 

Key Competencies

  • Proven experience as Call Center Supervisor or similar supervisory position.
  • Experience in customer service is essential.
  • Proficient in English; Good knowledge of additional languages will be a definite plus especially Igbo Language.
  • Working knowledge of MS Office.
  • Tech savvy with knowledge of telephone equipment and relevant computer programs.
  • Knowledge of performance evaluation procedures.
  • Outstanding communication and negotiation abilities.
  • Ability to delegate and good feedback mechanism.
  • Excellent organizational and leadership skills.
  • Ability to work under pressure.
  • Good decision making skills.
  • Good coaching and mentoring skills.
  • Time management skills

How to Apply

Interested and qualified candidates should apply through the link 

Summary

Company

Interra Networks Ltd

Job Level

Experienced (Non-Manager)

Location

Imo

Specialization

Customer Service

Job Type

Contract

Minimum Qualification

Degree

Preferred Years of Experience

1 - 3 years

Application Deadline

Today