Call Center Supervisor at Heartland Alliance

Job Summary

You will supervise HAN call center agents and provide them with the needed support to answer questions from staff and offer guidance or feedback. You will be responsible for assessing their work and give them feedback to maximize performance. You will be organized and reliable as well as results - oriented. You are expected to drive excellent performance from your team that to achieve sustainable retention of clients on treatment. You will also validate completion of field activities by verifying directly from service end beneficiaries and outlets if indeed the said activity was carried out. At all times, you will project a professional organizational image through voice and online interactions.

Responsibilities and Duties

• Introduce and train new call center agents on the minimum standards of operations.
• Assist in the formulation of targets for individuals and teams.
• Answer questions from call center agents and provide guidance and feedback.
• Anticipate escalation and take over critical calls from agents when needed. 
• Devise ways to optimize procedures and keep call center agents motivated.
• Ensure adherence to policies for attendance, established procedures etc.
• Keep management informed on issues and problems experienced on the job.
• Prepare monthly / annual results and performance reports.
• Monitor queue and track inbound calls.
• Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
• Measure performance of call agents with key metrics such as call abandonment, calls waiting etc.
• Create and maintain files on each agent as they relate to attendance, production, and reviews.
• Develop daily/weekly work plans for individual call center agents based on target deliverables.
• Perform any other duties as assigned by supervisor.

Qualifications and Skills

• Must possess at least a BSc degree in a Social Science related discipline.
• Have knowledge of HIV related management challenges.
• Have ability to handle stressful situation appropriately.
• Excellent organizational and leadership skills.
• Ability to work under pressure with minimal assistance.
• Must have great listening and communication skills and be able to lead and motivate teams.
• Persons living with HIV/AIDS (PLHIV) with the above requirements, are encouraged to apply.
• Proven experience as call center supervisor or similar supervisory position will be an advantage.

Other Competencies:

• Time Management – Ability to prioritize tasks, manage time and complete projects in a fast-paced, changing environment with minimal supervision.
• Quality Management - Looks for ways to improve and promote quality service delivery. Demonstrates accuracy and thoroughness.
• Written Communication - Writes clearly and informatively report, edits work for spelling and grammar
• Adaptability - Adapts to changes in the work environment; manages competing  demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events
• Non-discriminatory - Do not discriminate persons based on sexual orientation or gender, identity, age, preferred options, or behavioral habits.

Language Skills:

• Excellent oral and written English communication skills.
• Ability to speak at least two Nigerian indigenous languages is desire.
• Demonstrated competency in speaking and communicating clearly.

Computer Skills:

• Proficiency in Microsoft Office, Internet Explorer, Outlook/Exchange, Windows operating systems, Power Point. And other software routinely used by Heartland Alliance Nigeria.

Work Environment:

• The noise level in the work environment is usually moderate.
• The employee will be required to co-locate with other agents usually in the same cubicle.
• Agent is expected to improvise especially as it relates to break times/closing times clashing with scheduled calls and see that the client is given priority over self.
• Ensure the COVID-19 work rules are enforced in the facilities.