Call Centre Supervisor at La Fayette Microfinance Bank Limited, Advans Nigeria

Main Purpose of the Position

• Call Center Supervisor help train and motivate and supevise call center representatives as they answer questions, handle complaints, and provide support for clients.
• They monitor representative progress, and coach them to cultivate the knowledge and skills to provide excellent service to customers.

Essential Job Duties

• 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.
• Answering agent 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 action, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction.
• The role and tasks will evolve with the growth of the organization.

Qualification/Education

• Minimum of B.Sc or HND in Social Sciences, Management sciences, Engineering or Arts.  
• Certification in Customer Service is an advantage.  

Work Experience:  

• At least five (5) years work experience as a call centre agent / team leader.

Skills:  

• High-level proficiency in written and spoken English; good knowledge of word processing; proven spreadsheet skills; good interpersonal relations and negotiation skills.

Personal Traits:  

• Tactfulness; self-disciplined; resolute and Value driven.
• Pragmatic and meticulous in processes and procedures; Ability to relate effectively across different levels of authority.
• Time conscious and purposeful.