Company Info
At Air Peace Limited, we continuously strive for excellence in all we do. Through our people we are able to attain higher heights because their unique strengths and experiences help us turn challenges into opportunities. We employ the best talent and provide a great opportunity and environment for them to display their best skills in a service driven environment.
Job Title: Call Center Supervisor
Location: Lagos
Role Description
- Organizes and directs the day-to-day activities related to the operation of the Call Center.
- Responsible for managing, training & guiding call center agents in performing their duties.
- Provides support, reports & resolves problems and complaints.
- Monitors agents & contact center performance and analyzes reports.
- Helps developing schedules to ensure adequate staffing levels.
Key Responsibilities
- Supervises, plans and manages functions related to Call Center work area.
- Oversees and directs the day-to-day activities of telephone operators and call center agents.
- Answering agent questions regarding best practices or difficult calls.
- Acts as a source of information and answers operator/agents questions, assigns tasks, follows up and gives instructions as necessary.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Carries out supervision, coaching, call monitoring, training, reviewing and disciplining of all operators/agents.
- Attends, follows up & resolves customer complaints. Carries out performance monitoring, measurement and evaluation of all operators/agents to improve efficiency.
- Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job
- Compiles and maintains lists of key and on-call schedules & personnel, and ensures all lists are available to operators for use as required.
- Prepares and directs scheduling, monitors operators’ attendance, schedules shifts & breaks as necessary
- Performs other similar or related duties, as assigned, such as updating databases, coordinating activities related to repair and maintenance of equipment, ordering materials and supplies, etc
- Preparing reports and analyzing data to assist management as they determine call center goals.
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies
Requirements
- Bachelor’s Degree in Business Administration or related field
- Five years customer service experience with at least three years experience leading teams (Call Center environment preferred).
Competencies and Key Requirements:
- Excellent communication, leadership and interpersonal skills.
- Excellent command of English
- Good knowledge of commonly used word processing, spreadsheet, and database software packages
- Excellent customer service and problem resolution skill
- Ability to effectively and professionally communicate with persons Of all background.
- Experience in and the ability to efficiently manage multiple telephone lines.
Application Closing Date
23rd July, 2025.
How to Apply: Interested and qualified candidates should send their CV to: [email protected] using “Call Center Supervisor” as the subject of the email.
