Call Centre Supervisor (Ref: 402) at Global Profilers

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.

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