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Call Center Supervisor

Company:
Diamond Kapital
Location:
Lagos, Nigeria
Salary:
80000
Posted:
November 25, 2016
Description:

Job brief

We are looking for a competent Call center supervisor 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.

An excellent call center supervisor must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results-oriented.

The goal is to achieve drive excellent performance 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 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; Good knowledge of additional languages will be a definite plus

Working knowledge of MS Office

Tech savvy with knowledge of telephone equipment and relevant computer programs

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

Qualification

OND, HND, BSc in any management field.

Mode of Application

Interested applicant should forward there CV to HR: bpe73d@job2r.com