Contact Centre Supervisor at ConSol Limited

Location: Oshodi, Lagos

Job Objective / Purpose

• Supervise Contact Centre Staff to ensure productivity and quality metrics are met and/or exceeded.
• Coordinate and motive Contact Centre staff (assigned teams).

Job Responsibilities

• Supervise the daily activities of the Contact Centre Agents (Teams).
• Manage the resolution of customers issues escalated through the Team leaders and Agents.
• Create a balance workforce schedule for the Agents in the Contact Centre.
• Daily, Weekly and monthly compilation of Contact Centre activity and performance reports.
• Monitor Contact Center quality of service delivery in real time utilizing supervisory tools and processes.
• Ensure effective escalation of complaints, enquiries or queries to the Assistant/ Contact Centre Managers.
• Identify and recommend tools and methodologies for improving service delivery and performance.
• Identify skill gaps and training needs of the Contact Centre agents.
• Mentoring, coaching and motivating staff to ensure higher performance and staff retention rate.
• Conduct performance appraisal for Contact Centre Team leads and Agents (Scorecard).
• Ensure Agents and Team leads are fully aware of the Contact Center rules and regulations.

Job Requirements  
Education Qualification:

• Minimum of a Bachelor's Degree or a Higher National Diploma (HND) from a recognized institution.

Professional Qualification:

• Relevant Contact centre operations certification

Experience:

• Minimum of 2 - 5 years relevant work experience in the Contact Centre
• Working knowledge of appropriate CRM software and understanding of the Contact center industry.