Job Opportunities at Louer Group

Louer is looking for a detail oriented and solid communicator to join our team for a two to six-months engagement program. You will be an integral part to the team working closely with our clients to ensure multiple work assignments are assigned and completed on time.

Reports to

Lead Solution Strategist

Start Date

Immediate

Job Type & Duration

Contract: Minimum of 2 months.

Position Responsibilities

We are searching for a dedicated Contact Center Supervisor responsible for the overall operations and related performance for a specifically assigned call center.  A Contact Center Supervisor who can lead, manage and motivate a team of 60 Program Support agents. You will be charged with increasing agent utilization, ensuring all defined agent responsibilities are met and improved upon, and that call quality and accuracy are maintained at the highest levels. Responsible for the management and development of assigned Support agents and that all staff under your guidance receives coaching, training and mentoring. The Supervisor is responsible for the continuous improvement of key performance indicators and updating and alerting senior management and Lead Solution Strategist to significant trends, performance metrics, project management and escalated issues.

The Supervisor is responsible for making significant contributions to project workstreams, conducting qualitative and quantitative data collection, performing analyses, and developing content to support program strategic initiatives. You must be able to work well both independently and in groups, synthesize analyses into clear recommendations, and present complex topics to senior audiences.

The Contact Center Supervisor will play an integral role in the success of the program. Specifically, she/he will be responsible for:

• Directly supervising a team of Program Support agents. Execute supervisory responsibilities in accordance with program policies and procedures.
• Implementing and ensuring defined work processes and procedures are followed.
• Monitoring agents’ productivity, providing direction and communication to ensure calls are answered in a timely, efficient, and knowledgeable manner.
• Monitoring and analyzing call center results to identify and act on both positive and negative performance trends to ensure attainment of targets and goals.
• Addressing performance problems in accordance with the organisations policy. Preparing warnings and communicating effectively with employees to follow up on employee performance.
• Establishing core project management capabilities. Critical skills include: time management, budgeting, scheduling, site supervision, quality control, safety, documentation and change management.
• Performing small scale feasibility studies.
• Developing and implementing corrective action plans when deviations from budgets and/or schedules are evident
• Ensuring deliverables and quality standards are met in accordance with the agreed scope, schedule and budget.
• Monitoring calls to observe employee demeanour, technical accuracy and conformity to the organisations policies.
• Determining work procedures, creating work schedules, project plans and workflow.
• Preparing composite reports to Lead Solutions Strategist.

Also, apply for this position at louergroup.com/careers

Desired Qualities

Knowledge & Competencies

• Proven analytical, research and problem solving skills a must.
• Must exhibit energetic, inquisitive, positive approach to problem solving.
• Understanding of analytical methodologies and business modelling.
• Must possess ability to plan and execute work including research, competitive analysis, financial analysis.
• Proven ability to train agents on how to ask probing questions and obtain thorough and relevant information.
• Must be advanced in the use of desktop computers and CRM software in a Windows based environment, including MS Office (access, excel, PowerPoint and word) and Google Suite.
• Must be a self starter and possess a high level of critical thinking to function effectively across cross-functional lines.
• Must be able to share own professional insights, expertise, and knowledge to develop critical thinking across the business.
• Must demonstrate professional and ethical business practices, adherence to the organisations standards, and a commitment to personal and professional development.
• Must possess exceptional verbal and written communication skills and demonstrate excellent interpersonal skills.
• Must demonstrate the ability to learn quickly and apply learning to new situations. Must exhibit flexibility to change as appropriate.
• Must demonstrate the ability to effectively present information and respond to questions in large and small group settings.
• Ability to remain calm and courteous under pressure, especially during busy hours
• Travel
• Candidate must be open to immediate travel within Nigeria and will be expected to reside at the project location for the term of the project.

Education and Experience

• Bachelor’s degree in related field required. MSc and previous call center experience will be a plus
• 2-3 years of work experience in an analyst or project management/coordinator role will be given preference.

go to method of application »

Louer is looking for a detail oriented and solid communicator to join our team for a two to six-months engagement program. You will be an integral part to the team working closely with our clients to ensure multiple work assignments are assigned and completed on time.

Reports to

Lead Solution Strategist

Start Date

Immediate

Job Type & Duration

Contract: Minimum of 2 months.

Position Responsibilities

We are searching for a dedicated Contact Center Supervisor responsible for the overall operations and related performance for a specifically assigned call center.  A Contact Center Supervisor who can lead, manage and motivate a team of 60 Program Support agents. You will be charged with increasing agent utilization, ensuring all defined agent responsibilities are met and improved upon, and that call quality and accuracy are maintained at the highest levels. Responsible for the management and development of assigned Support agents and that all staff under your guidance receives coaching, training and mentoring. The Supervisor is responsible for the continuous improvement of key performance indicators and updating and alerting senior management and Lead Solution Strategist to significant trends, performance metrics, project management and escalated issues.

The Supervisor is responsible for making significant contributions to project workstreams, conducting qualitative and quantitative data collection, performing analyses, and developing content to support program strategic initiatives. You must be able to work well both independently and in groups, synthesize analyses into clear recommendations, and present complex topics to senior audiences.

The Contact Center Supervisor will play an integral role in the success of the program. Specifically, she/he will be responsible for:

• Directly supervising a team of Program Support agents. Execute supervisory responsibilities in accordance with program policies and procedures.
• Implementing and ensuring defined work processes and procedures are followed.
• Monitoring agents’ productivity, providing direction and communication to ensure calls are answered in a timely, efficient, and knowledgeable manner.
• Monitoring and analyzing call center results to identify and act on both positive and negative performance trends to ensure attainment of targets and goals.
• Addressing performance problems in accordance with the organisations policy. Preparing warnings and communicating effectively with employees to follow up on employee performance.
• Establishing core project management capabilities. Critical skills include: time management, budgeting, scheduling, site supervision, quality control, safety, documentation and change management.
• Performing small scale feasibility studies.
• Developing and implementing corrective action plans when deviations from budgets and/or schedules are evident
• Ensuring deliverables and quality standards are met in accordance with the agreed scope, schedule and budget.
• Monitoring calls to observe employee demeanour, technical accuracy and conformity to the organisations policies.
• Determining work procedures, creating work schedules, project plans and workflow.
• Preparing composite reports to Lead Solutions Strategist.

Also, apply for this position at louergroup.com/careers

Desired Qualities

Knowledge & Competencies

• Proven analytical, research and problem solving skills a must.
• Must exhibit energetic, inquisitive, positive approach to problem solving.
• Understanding of analytical methodologies and business modelling.
• Must possess ability to plan and execute work including research, competitive analysis, financial analysis.
• Proven ability to train agents on how to ask probing questions and obtain thorough and relevant information.
• Must be advanced in the use of desktop computers and CRM software in a Windows based environment, including MS Office (access, excel, PowerPoint and word) and Google Suite.
• Must be a self starter and possess a high level of critical thinking to function effectively across cross-functional lines.
• Must be able to share own professional insights, expertise, and knowledge to develop critical thinking across the business.
• Must demonstrate professional and ethical business practices, adherence to the organisations standards, and a commitment to personal and professional development.
• Must possess exceptional verbal and written communication skills and demonstrate excellent interpersonal skills.
• Must demonstrate the ability to learn quickly and apply learning to new situations. Must exhibit flexibility to change as appropriate.
• Must demonstrate the ability to effectively present information and respond to questions in large and small group settings.
• Ability to remain calm and courteous under pressure, especially during busy hours

Travel

Candidate must be open to immediate travel within Nigeria and will be expected to reside at the project location for the term of the project.

Education and Experience

• Bachelor’s degree in related field required. MSc and previous call center experience will be a plus
• 2-3 years of work experience in an analyst or project management/coordinator role will be given preference.

Also, apply for this position at louergroup.com/careers