Call Center Supervisor

Location: Ikeja, Lagos
Employment Type: Full-time

Description

• We are looking for a competent Call center supervisorto organize and direct the staff of our call center.

Responsibilities

• Hire and onboard new employees
• Measure performance with key metrics such as call abandonment, calls waiting etc.
• Prepare monthly/annual results and performance reports
• Ensure adherence to policies for attendance, established procedures etc.
• Answer questions from staff and provide guidance and feedback
• Devise ways to optimize procedures and keep staff motivated
• Anticipate escalation and take over calls when needed
• Assist in the formulation of targets for individuals and teams
• Keep management informed on issues and problems

Requirements

• Knowledge of performance evaluation procedures
• Working knowledge of MS Office
• A results-oriented approach
• Ability to work under pressure
• Tech savvy with knowledge of telephone equipment and relevant computer programs
• Proficient in English; Good knowledge of additional languages will be a definite plus
• Experience in customer service is essential
• Excellent organizational and leadership skills
• Outstanding communication and negotiation abilities