Call Center Supervisor at Skyline International Tourism and Hospitality Limited

Skyline International Tourism and Hospitality Ltd (SITH) was established in 2019 as the hospitality division of the Skyline Group in Nigeria. SITH is the franchisee for Pizza Hut in Nigeria (all regions except Lagos). Pizza Hut is part of Yum Brands (formerly PepsiCo Restaurants). Skyline International Tourism and Hospitality is thefastest growing F&B company in Nigeria. StrEat Café is a brand curated by the team at Skyline International Tourism & Hospitality Ltd. StrEat café is an amalgamation of food and beverages from various parts of the world, served in a charming and relaxed ambience.

We are recruiting to fill the position below:

Job Title: Call Center Supervisor

Location: Gwarimpa, Abuja (FCT)
Employment Type: Full-time

Job Description

• The Call Center Supervisor is responsible for overseeing the daily operations and performance of the call center, ensuring exceptional customer service and compliance with organizational standards.
• The role includes supervising and coaching agents, coordinating onboarding and continuous training, monitoring call quality, evaluating performance, identifying training needs, and implementing corrective action plans.
• The supervisor also tracks key performance metrics, maintains training and quality assurance records, supports the rollout of new processes and campaigns, and ensures adherence to established policies and procedures.

Responsibilities

• Ensure operational & Quality Responsibility ·
• Ensure consistent delivery of high-quality customer service.
• Improve agent performance through structured training and coaching.
• Maintain compliance with call center standards, policies, and procedures.
• Support achievement of departmental KPIs and service level agreements (SLAs).
• Call Center Training & Development
• Quality Monitoring & Evaluation
• Coaching & Performance Improvement
• Customer Feedback Analysis · SOPs, Scripts, and Policy Compliance
• CRM / Call Monitoring Systems.
• Call Center Training Presentations
• Quality Standards & Coaching Sessions.

Requirements

• Should have a Bachelor's degree in Business Administration or any other related field.
• Certification inCustomer Service, Call Center Operations, Leadership, or Quality Assurance is an added advantage.

Experience: 

• A minimum of 3 years and Maximum of 5 years is required.

Skills:

• Leadership and Team Management
• Communication Skills
• Performance Management
• Problem-Solving and Decision-Making
• Quality Assurance and Training.

Remuneration
N130,000 - 150,000 gross monthly.

Application Closing Date
24th July, 2026.

Method of Application
Interested and qualified candidates should:
Click here to apply online

Note: For more enquiries, send a chat to 07074742465 (Whatsapp).