New
6 days ago
Contact Center Supervisor
TAM Search
Customer Service & Support
IT & Telecoms
NGN
75,000 - 150,000
Easy Apply
Job Summary
We are seeking a Contact Center Supervisor (Back Office) to oversee our customer support operations in Ibadan. This role requires strong back-office experience, excellent leadership skills, and the ability to manage customer escalations through WhatsApp and other non-voice channels.
- Minimum Qualification : High School (S.S.C.E)
- Experience Level : Entry level
- Experience Length : 2 years
Job Description/Requirements
Responsibilities:
- Supervise and provide guidance to the contact center team, ensuring efficient handling of customer complaints and inquiries.
- Monitor and optimize WhatsApp and other digital communication channels for customer support.
- Ensure timely escalation and resolution of complex customer issues.
- Maintain and improve customer service quality through process optimization.
- Track team performance and prepare reports for management.
- Collaborate with other departments to enhance customer satisfaction.
Requirements:
- Proven experience in a supervisory role within a contact center (back-office experience required).
- Strong knowledge of WhatsApp as a customer service and escalation tool.
- Excellent communication skills in English, Pidgin, and Yoruba (preferred).
- Ability to lead a team, analyze performance metrics, and drive improvements.
- Proficiency in CRM tools and customer support software.
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