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  • Posted: Jul 14, 2020
    Deadline: Not specified
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    The MurtalaMuhammed Foundation (MMF) is a non-profit organization, founded on the ideals of the Late Gen. MurtalaMuhammed, a former Head of State of Nigeria (1975-76). The MMF has long been recognized as a pioneer of democracy, policy advocacy, education, human rights, women empowerment, disaster relief and betterment of lives of Africans. The MMF is prou...
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    Call Centre Supervisor

    CALL CENTRE SUPERVISOR NEEDED FOR A 3 MONTHS CONTRACT

    • The Call Centre Supervisor would be expected to ensure the call centre operations delivers the required performance, being committed to delivering a great customer contact experience through a variety of customer contact channels through Web/Live Chat, Video, Social, Correspondence.
    • Responsible for assessing the quality of the performance of the call center agents who deal with our existing and potential customer. 
    • Use quality monitoring data management system to compile and track performance at team and individual level. 
    • Participates in design of call monitoring formats and quality standards. 
    • Performs call monitoring and provides trend data to site management team. 
    • Use quality monitoring data management system to compile and track performance at team and individual level. 
    • Participates in customer and client listening programs to identify customer needs and expectations. 
    • Provide leadership, development and coaching of Agents.
    • Actively engaging and supporting the development of your team to ensure better performance and succession planning.
    • Contribute to the design and implementation of Change Programmes and Projects which impact the contact centre
    • Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
    • Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets
    • Identifying and instilling best practice, processes and systems and drive continuous improvement environment.
    • Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved
    • Review management information and make suggestions, recommendations as to improvements across the contact centre.
    • Supervise all calls that come into the call centre
    • Prepare reports on statistics, rates and performance levels

    SKILLS/QUALIFICATIONS

    • Have a degree in computer science or software engineering
    • Must have a minimum of 4 years’ experience as a call center agent supervisor
    • Must be able to speak or understand different languages.
    • Excellent communication skills
    • A strong customer focus and a good telephone manner
    • The ability to work well in teams
    • Leadership skills and the ability to motivate and develop staff
    • A desire to help others work towards targets and develop their skills
    • Confidence and good business sense

    Method of Application

    Interested and qualified candidates should apply using the Apply Now button below.

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