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CALL CENTRE SUPERVISOR - Job Description

Location: IBADAN, OYO
Application deadline: 17/01/2020
Job Reference: ADV/LAF/0002

 Call Centre Supervisor

Recruitment Type: Internal and External

 

Main purpose of the position

Call Center Supervisor help train and motivate and supevise call center representatives as they answer questions, handle complaints, and provide support for clients. They monitor representative progress, and coach them to cultivate the knowledge and skills to provide excellent service to customers.

 

Essential Job Duties:

  • Training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
  • Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
  • Answering agent questions regarding best practices or difficult calls.
  • Identifying operational issues and suggesting possible improvements.
  • Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Preparing reports and analyzing data to assist management as they determine call center goals.
  • Working with other supervisors and management team members to support agents and maximize customer satisfaction.

The role and tasks will evolve with the growth of the organization.


Qualification/Education: Minimum of B.Sc or HND in Social sciences, Management sciences, Engineering or Arts.  

Certification in Customer Service is an advantage.  


Work Experience:  At least five (5) years work experience as a call centre agent / team leader.

Skills:  High-level proficiency in written and spoken English; good knowledge of word processing; proven spreadsheet skills; good interpersonal relations and negotiation skills.
 
Personal Traits:  Tactfulness; self-disciplined; resolute and Value driven. Pragmatic and meticulous in processes and procedures; Ability to relate effectively across different levels of authority. Time conscious and purposeful.


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