Alexis Consult Nigeria Limited - Our company is one of the foremost reputable companies in Nigeria with the objective of carrying on the business of broadcasting, printing, publishing, telecommunications and other allied multi-media services.
We are looking to hire young, vibrant and forward looking graduates who are ready to learn, perform and demonstrate competence to fill the position of:

Job Title: Call Center Supervisor

Location: Lagos

Job Description

Serves customers by planning and implementing call centre strategies and operations; improving systems and processes; managing staff.

Essential Responsibilities

Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans
Accomplishes call centre human resource objectives by training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Handles calls from customers who wish to speak to a supervisor for whatever reason.
Monitors numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls.
Checks the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time.
Reviews all call reports.
Maintains call agent attendance records.
Trains new call centre agents.
Meets with management to report the progress of the call agent team.
Provides helpful feedback and positive communication to motivate call agents.

Key Competencies:

Must have excellent leadership and management skills.
Must have superior written and verbal communication skills.
Should have excellent problem solving and negotiation skills.
Must have good math skills.
Must possess excellent keyboarding skills.
Must have strong computer skills and knowledge of basic telephone technology.
Good organizational skills and attention to detail are essential.
Must have good interpersonal and active listening skills.
Exceptional customer service skills are a must.
Must have strong analytical skills.

Others:

Must be willing to work nights, weekends and holidays as well as normal daytime hours.
Must be able to substitute for a sick employee at a moment’s notice.
Time is spent in front of a computer screen using a keyboard, mouse and hands free headset.
Time is spent primarily talking to employees and talking to customers.
Must be able to calmly handle angry and unhappy customers when calls are escalated to a supervisor.
Must be able to work in high pressure, stressful situations.

Qualifications

B.Sc. Business Admin or any other social sciences
Microsoft Office package

Application Closing Date
31st October, 2015

Method of Application
Interested and qualified candidates should:
Click here to apply online