Call Centre Supervisor at Murtala Muhammed Foundation

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