Call Center & Sales Support Supervisor at Blue Wave New Energy Technology Nigeria Company Limited

Job Purpose

The Call Center & Sales Support Supervisor will oversee both outbound sales operations and after-sales customer support. This role aims to drive revenue growth through efficient lead conversion, customer engagement, and strong coordination between the sales, marketing, and service teams.

Key Responsibilities

Sales Outbound & Performance Growth

1. Build, train, and manage an outbound call team responsible for lead generation, customer activation, and conversion to achieve company sales targets.
2. Design effective sales call scripts and communication strategies tailored for different client segments (distributors, retail clients, and project customers).
3. Develop and execute daily, weekly, and monthly outbound plans, and monitor KPIs such as call volume, connection rate, conversion rate, and revenue contribution.
4. Oversee the entire lead-to-order process, ensuring every interaction is properly recorded and tracked in the CRM system.
5. Work closely with the marketing team to follow up on campaign leads, reactivate dormant customers, and improve the conversion rate of marketing activities.
6. Analyze sales performance data, identify improvement opportunities, and provide insights to optimize call efficiency and close rates.

After-Sales Support & Customer Satisfaction

1. Supervise inbound and outbound service calls related to product installation, maintenance, troubleshooting, and customer complaints, ensuring professional and timely resolution.
2. Establish a structured follow-up and satisfaction survey system to maintain long-term customer relationships and identify cross-selling opportunities.
3. Build a closed-loop service mechanism, track the resolution of each issue, and report findings for product and service improvement.
4. Ensure all customer records, service tickets, and installation feedback are accurately updated in the CRM and call systems.
5. Support the after-sales department in coordinating with field technicians to ensure quick problem closure and feedback communication.

(3) Team Leadership & Management

1. Recruit, train, evaluate, and motivate call center agents, building a sales-driven and service-oriented team.
2. Conduct regular training programs on sales techniques, communication skills, and customer psychology to improve conversion rates.
3. Hold weekly and monthly performance review meetings to analyze results, share best practices, and identify corrective actions.
4. Manage the call system, CRM platform, recordings, and reporting tools, ensuring data security and transparency.
5. Foster a result-oriented, collaborative culture with clear accountability and reward mechanisms.

Cross-Department Coordination

1. Collaborate with Sales, Marketing, After-Sales, and Finance teams to ensure smooth customer lifecycle management from lead generation to service completion.
2. Prepare regular performance and customer feedback reports for management, providing actionable recommendations to improve processes and performance.
3. Assist in developing integrated customer engagement strategies that align with the company’s sales goals.

Qualifications & Requirements

1. Bachelor’s degree or above in Marketing, Management, Communication, or related fields.
2. Minimum 3 years of experience managing a call center or outbound sales team, preferably in renewable energy, electronics, telecom, insurance, or FMCG industries.
3. Strong knowledge of telesales operations, CRM systems, and performance analytics.
4. Excellent leadership and motivational skills, with proven ability to drive a sales-oriented team to exceed targets.
5. Strong analytical, communication, and organizational skills; capable of managing multiple priorities under pressure.
6. Fluency in English is required; ability to speak local languages (Yoruba, Hausa, Igbo) will be an added advantage.

Salary & Benefits

• Compensation: Competitive base salary + performance commission + bonus (based on sales KPIs)
• Benefits: Paid annual leave, social insurance, performance bonus, and career advancement opportunities