Call Center Supervisor (Fulani)
Interra Networks Ltd
Customer Service & Support
IT & Telecoms
NGN
150,000 - 250,000
Easy Apply
1 month ago
Job Summary
Interra Networks is looking for a competent and experienced Call Center Supervisor to organize and direct the staff of our call center. The successful candidate will be responsible for assessing their work and giving them feedback to maximize performance. Candidate must possess great communication skills and be able to lead and motivate a team.
- Minimum Qualification : Degree
- Experience Level : Senior level
- Experience Length : 5 years
Job Description/Requirements
Responsibilities
- Supervise and support a team of call center agents and team leads.
- Assist in the formulation of targets for individuals and teams.
- Monitor and evaluate team performance, providing feedback and coaching as needed.
- Participate in hiring, onboarding, and training of new call center agents.
- Answer questions from staff and provide guidance and feedback.
- Handle escalated customer issues and ensure timely resolution.
- Device ways to optimize procedures and keep staff motivated
- Measure performance with key metrics such as call handling time, customer satisfaction, and resolution rates.
- Ensure adherence to company policies and procedures.
- Keep management informed on issues and problems.
- Prepare and present reports on team performance and customer feedback.
Requirements
- Proven experience as call center supervisor or similar supervisory position. (5+ years preferred)
- Strong command of English and Fulfulde languages.
- Working knowledge of Microsoft Office Suite.
- Strong coaching and mentoring abilities
- Knowledge of performance evaluation procedures.
- Excellent communication (written and verbal), and negotiation abilities.
- A result-oriented approach.
- Excellent organization and leadership skills.
- Ability to work effectively under pressure and manage multiple priorities
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