Contact/Call Centre Supervisor

Invent Alliance Limited is a company specialized on creation of multi sector and multi discipline business platform with specialist partnerships for value co-creation in each of the different business segments through modern co-petition business principles.

We are recruiting to fill the position below:

Job Position: Contact/Call Centre Supervisor
Job Location: Lagos

Responsibilities

• Manage a team of Contact Centre agents.
• Be available to affect the entirety of the team’s operations.
• Manage by walking around. Be visible to answer questions.
• Take calls that your agents can’t handle and be available when an agent appears to need assistance.
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
• Motivate and encourage agents through positive communication and feedback
• Assist in hiring and training employees, monitoring representative progress, and coaching them to cultivate the knowledge and skills to provide excellent service to customers.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction.

Job Requirements

• Minimum of HND/B.Sc in English, Mass Communication or equivalent, but more education, especially in management, is preferred.
• Call center, customer service, or supervisory experience is required.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
• Lekki-Ajah residence is required

Note: Only shortlisted candidates will be contacted