Call Center Supervisor - Lagos Island

Job Brief:
A CUSTOMER CENTER SUPERVISOR is to organize and direct the staff of our call center. You will be responsible for assessing their work and give them feedback to maximize performance.You will be organized and reliable as well as results-oriented.

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 monthly/annual results and performance reports

REQUIREMENTS:
Proven experience as call center supervisor or similar supervisory position
Knowledge of performance evaluation procedures
Outstanding communication and negotiation abilities
A results-oriented approach
Excellent organizational and leadership skills
Ability to work under pressure

MODE OF APPLICATION:
Candidates should forward their CV to the company's mail