Murtala Muhammed Foundation is Recruiting For Call Centre Supervisor
Murtala Muhammed Foundation
Lagos, NG
3d ago
source : Mrjobsnaija

More Information

  • Address : 6th Floor Foreshore Towers, 2A Osborne Road, Ikoyi Lagos
  • About Murtala Muhammed Foundation’s Job offer

    Job title : Call Centre Supervisor

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  • 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

  • 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
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