Global Profilers is a Recruitment & HR Services firm specialized in recruitment in Africa; we are currently looking for a Call Centre Supervisor for our client which is an E-commerce company
Job Title: Call Centre Supervisor
Ref: 402
Location: Lagos
Job Summary
- The Call Centre 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 and involvement in networks;
- 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;
- Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialling products.
Qualification and Experience
Experience/Qualifications:
- First Degree in any Social Sciences or Business Management course
- Minimum 3 - 4 relevant post NYSC working experience and must be able to work without supervision
- Ability to use the Amadeus GDS is an added advantage
- Prior experience in the TELCO industry (MTN, GLO or Etisalat) is a must have
Expectations/Skills
- Financial planning and budget management
- People management
- Strong communication – verbal, presentational and written
- Business analysis
- Business management
- Relationship management
- Organisational skills
- Leadership and motivational skills
Application Closing Date
Not Stated.
How to Apply
Interested and qualified candidates should:
Click here to apply online