Call Centre Supervisor in Lagos, Nigeria

at Global Profilers

Industry
Consulting
Specialization
Consumer Services
Minimum Qualification
Bachelor's Degree
Required Experience
3 - 5 years
Employment Type
Full Time
Gender
Male or Female

Job Description

Job Summary

  • The Call Centre Supervisor will be responsible for the daily running and management of the call centre through the effective use of resources.
  • The individual will be responsible for meeting, setting customer service targets as well as planning areas of improvement or development.

Responsibilities

  • Setting and meeting performance targets for speed, efficiency, sales and quality;
  • Managing the daily running of the call centre;
  • Maintaining up-to-date knowledge of industry developments and involvement in networks;
  • Monitoring random calls to improve quality, minimise errors and track operative performance;
  • Recording statistics, user rates and the performance levels of the centre and preparing reports;
  • Handling the most complex customer complaints or enquiries;
  • Organising staffing, including shift patterns and the number of staff required to meet demand;
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
  • Forecasting and analysing data against budget figures on a weekly and/or monthly basis;
  • Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialling products.
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