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- Overseeing day-to-day operations of the call center
- Monitoring attendance and promptness
- Troubleshooting technical glitches or mishaps.
- Ensuring quiet hours and work etiquette is observed.
- Escalating all issues to the Manager
- Deescalating conflicts promptly.
General administrative/clerical tasks - Manages and oversees a team of call center agents.
- Motivates and supports agents through feedback and communication.
- Measures KPI's like inbound calls, call waiting and call abandonment.
- Assists with taking agents' calls if they can't handle the workload.
- Improves quality of results by recommending changes.
- Provide product/service information by answering questions and
helping. - Assist in onboarding new employees.
- Prepares monthly and annual performance reports.
- Creates targets and goals for improvement.
- Office Set up
Requirements: - BA or BSc.
- At least a minimum of 5 years of working in
customer service, a supervisory role, or a call center is required. - Experience with coaching, training, and motivating employees is
required. - Tech-savvy with knowledge of relevant computer programs and telephone
equipment - Ability to remain calm and respectful under pressure.
- Exceptional customer service expertise
- Proficiency with the English language
- Strong verbal and written communication skills
- Organizational skills and attention to detail
- Familiarity with quality assurance and data analysis software
- Excellent negotiation and problem-solving skills
- Ability to work under
pressure and multitask effectively. - Good interpersonal Skills.
- Persuasive
Call Centre Supervisor - Lagos, Nigeria - TreeTop Consulting
Description
Responsibilities: