Call Centre/Customer Care Supervisor

Workforce Group  |  Lagos

Posted 13 Jul


Description

Our client is an international logistics firm.

Location: Lagos, Nigeria

Job Summary

The Customer Care Senior 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
  • 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


Requirements

  • First degree in relevant field 
  • Minimum 3 – 5 years relevant post-NYSC working experience and must be able to lead a team
  • Prior experience in the TELCO industry is a must have


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