Call Center Supervisor at Lorache Consulting Limited

Objective

• Call Center Supervisors help train and motivate call center representatives as they answer questions, handle complaints, and provide support for customers

Deliverables:

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring agents understand and comply with all call center objectives performance standards, and policies.
• Coaching and cultivate the knowledge and skills to provide excellent service to customers.
• Answering agents 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 actions, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center gals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction
• Emphasis on first level trouble shooting and concern redressal
• Maintain and build lasting customer relationships by ensuring concern attended are resolved
• Build customers’ interest in products and services for all queries been attended
• Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
• Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies.
• Answers questions and recommends corrective services to address customer complaints.
• Determines work procedures, prepares work schedules and expedites workflow.
• Study and standardizes procedures to improve efficiency of subordinates.
• Maintains harmony among workers and resolves grievances.
• Prepares composite reports from individual reports by subordinates.
• Reviews PBX data to monitor the customer experience and subordinate statistics.

Qualifications

• Must be a graduate with 3 - 5 years experience on customer care supervisory role.

Requirements:

• Leadership Skills
• Time Management.
• Problem Solving.
• Customer/Client Focus.
• Computer knowledge
• Analytical and efficient
• Internet and Tech savvy
• Customer query resolving skills
• Sales Acumen
• Customer focus
• Excel knowledge (Must)
• Language Speaking: Fluent in Hausa, Igbo, Yoruba and English