Contact Centre Supervisor at Invent Alliance Limited

Summary

• The Contact Centre Supervisor will be primarily responsible for establishing Contact Centre objectives, providing agents with the opportunity to expand their knowledge of services and products, analyzing Contact Centre data and focusing on improving performance and processes in an effort to better support customers.

Responsibilities

• Training and coaching Contact Centre Agents as they provide support for customers.
• Develop standards, processes, procedures and documentation to support quality and service goals involving triage and assignment of incoming call to closing a call with a satisfied customer.
• Answering agent’s questions, guiding them through difficult calls or issues and handling issues that cannot be handled by the agents.
• Holding team meetings, asking questions to better understand the calls agents are receiving, educating and coaching agents on processes and practices whilst explaining company expectations to them.
• Ensuring agents are achieving desired service level and taking the right actions needed.
• Preparing reports and analyzing Contact Centre data to improve processes, ensure resources are properly allocated and maximize efficiency and customer satisfaction.
• Strive to continuously improve results and customer satisfaction.
• Other duties as assigned

Education and Qualifications

• Minimum of a B.Sc in Marketing, Mass Communication or any related discipline.
• Minimum of 3 years experience in a similar role.
• Must be resident within Lekki- Ajah axis.
• Proven experience as Contact Centre Supervisor or similar customer service role.
• Proven track record of successfully leading a team of Contact Centre Agents.
• Working knowledge of relevant computer programs (e.g. CRM software) and telephone systems
• Applicants must be resident within Lekki-Ajah axis.

Requirements:

• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Excellent inter-personal, customer service, problem-solving, verbal and written communication and conflict resolution skills.
• Strong coaching and leadership skills and ability to motivate employees.
• Proficiency with necessary technology, including computers, software applications, phone systems, e.t.c