Call Center Supervisor

We are recruiting to fill the position below:

Job Title: Call Center Supervisor

Location: Gwarimpa, Abuja (FCT)
Employment Type: Full-time

Job Description

• The role includes supervising and coaching agents, coordinating onboarding and continuous training, monitoring call quality, evaluating performance, identifying training needs, and implementing corrective action plans.
• The supervisor also tracks key performance metrics, maintains training and quality assurance records, supports the rollout of new processes and campaigns, and ensures adherence to established policies and procedures.
• The Call Center Supervisor is responsible for overseeing the daily operations and performance of the call center, ensuring exceptional customer service and compliance with organizational standards.

Responsibilities

• Improve agent performance through structured training and coaching.
• Quality Monitoring & Evaluation
• Call Center Training & Development
• Call Center Training Presentations
• Ensure operational & Quality Responsibility ·
• Coaching & Performance Improvement
• CRM / Call Monitoring Systems.
• Customer Feedback Analysis · SOPs, Scripts, and Policy Compliance
• Support achievement of departmental KPIs and service level agreements (SLAs).
• Ensure consistent delivery of high-quality customer service.
• Quality Standards & Coaching Sessions.
• Maintain compliance with call center standards, policies, and procedures.

Requirements

• Certification inCustomer Service, Call Center Operations, Leadership, or Quality Assurance is an added advantage.
• Should have a Bachelor's degree in Business Administration or any other related field.

Experience:

• A minimum of 3 years and Maximum of 5 years is required.

Skills:

• Performance Management
• Leadership and Team Management
• Problem-Solving and Decision-Making
• Communication Skills
• Quality Assurance and Training.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Note: For more enquiries, send a chat to 07074742465 (Whatsapp).