Job brief

We are looking for a competent Call center supervisor to organize and direct the staff of our call center based in YABA, LAGOS You will be responsible for assessing their work and give them feedback maximizing the performance for both shifts.

As the call center supervisor past and current employment, you must have customer service supervisory experience from a call center background, most important people management skills. You will possess great communication skills in English and Hausa (additional Nigeria Languages a plus) and be able to lead and motivate a team of 40 agents. You will also be extremely organized and reliable as well as results-oriented.

The goal is to drive performance excellence from your team that will bring sustainable business growth.


Responsibilities

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


Requirements

• Proven experience as call center supervisor or similar supervisory position
• Experience in customer service is essential
• Proficient in English, Hausa; Good knowledge of additional Nigerian languages will be a definite plus
• Outstanding working knowledge of MS Office
• Tech savvy with knowledge of telephone equipment and relevant computer programs gear to an In-bound and out-bound call center
• Knowledge of performance evaluation procedures
• Outstanding communication and negotiation abilities
• A results-oriented approach
• Excellent organizational and leadership skills
• Ability to work under pressure
• High school diploma



SUBMIT your CV in confidence to bisola.motunrayo@outsource.ng referencing (Call Center Supervisors position) in the subject line. Applicant who do NOT meet the requirements will not be contacted.