Contact/Call Centre Supervisor

Invent Alliance Limited

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Invent Alliance Limited is a company specialized on the creation of multi-sector and multi-discipline business platform with specialist partnerships for value co-creation in each of the different business segments through modern co-petition business principles. 

Job Description:

  • Manage a team of Contact Centre agents.
  • Be available to affect the entirety of the team’s operations.
  • Manage by walking around. Be visible to answer questions.
  • Take calls that your agents can’t handle and be available when an agent appears to need assistance.
  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
  • Motivate and encourage agents through positive communication and feedback
  • Assist in hiring and training employees, monitoring representative progress, and coaching them to cultivate the knowledge and skills to provide excellent service to customers.
  • 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.
  • Working with other supervisors and management team members to support agents and maximize customer satisfaction.

Job Requirement:

  • Minimum of HND/BSc in English, Mass Communication or equivalent, but more education, especially in management, is preferred.
  • Call center, customer service, or supervisory experience is required.
  • 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.
  • Lekki-Ajah residence is required

Note: 

  • Only shortlisted candidates will be contacted

This job originally appeared elsewhere.

Summary

Company

Invent Alliance Limited

Job Level

Manager (Staff Supervisor/Head of Department)

Location

Lagos

Specialization

Customer Service

Job Type

Full-Time

Minimum Qualification

HND

Preferred Years of Experience

3 - 5 years