Call Centre Supervisor at Plistbooking.com

Lagos

Company Info

Mid sized business

1 to 50 Employees

Plistbooking.com is the solely Google-approved Nigerian-based hospitality service provider, and we have partnered and integrated with Google so that your hotels' direct rates and inventory can be distributed on Google's hotel search and map."

Plistbooking.com is the solely Google-approved Nigerian-based hospitality service provider, and we have partnered and integrated with Google so that your hotels’ direct rates and inventory can be distributed on Google’s hotel search and map.”

Title: Call Centre Supervisor

Location: Lagos

Responsibilities

  • Coordinating Monthly payroll
  • Overseeing day to day operations of the call centre
  • Monitoring attendance and promptness
  • Troubleshooting technical glitches or mishaps.
  • Ensuring quiet hours and work etiquette is observed.
  • Escalating all issues to the directors
  • De-escalating conflicts in a timely manner.
  • General administrative/clerical tasks
  • Auxiliary tasks required.
  • Manages and oversees a team of call centre agents.
  • Motivates and supports agents through feedback and communication.
  • Measures KPI’s like inbound calls, call waiting, and call abandonment.
  • Assists with taking agents’ calls if they can’t handle the workload.
  • Improves quality of results by recommending changes.
  • Provides product/service information by answering questions and helping.
  • Assist onboarding new employees.
  • Prepares monthly and annual performance reports.
  • Creates targets and goals for improvement.
  • Office Set up.

Minimum Qualifications

  • BA or B.Sc.
  • At least minimum of 5 years of working in customer service, a supervisory role, or in a call centre is required.
  • Experience with coaching, training, and motivating employees is required.

Technical Competencies:

  • Tech savvy with knowledge of relevant computer programs and telephone equipment
  • Ability to remain calm and respectful under pressure.
  • Exceptional customer service expertise
  • Proficiency with the English language
  • Strong verbal and written communication skills
  • Organizational skills and attention to detail
  • Familiarity with quality assurance and data analysis software
  • Excellent negotiation and problem-solving skills

Behavioural Competencies:

  • Ability to work under pressure and multitask effectively.
  • Good Verbal communication & interpersonal Skills.
  • Attention to Detail.
  • Persuasive.

Deadline: Not Stated

How to Apply: Interested applicants should send their CV to: [email protected] using the Job Title as the subject of the mail.