Call Center Supervisor - Lagos Island

Job Brief:
rnA CUSTOMER CENTER SUPERVISOR is to organize and direct the staff of our call center. You will be responsible for assessing their work and give them feedback to maximize performance.You will be organized and reliable as well as results-oriented.
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rnRESPONSIBILITIES:
rnAssist in the formulation of targets for individuals and teams
rnHire and onboard new employees
rnAnswer questions from staff and provide guidance and feedback
rnAnticipate escalation and take over calls when needed
rnDevise ways to optimize procedures and keep staff motivated
rnMeasure performance with key metrics such as call abandonment, calls waiting etc.
rnEnsure adherence to policies for attendance, established procedures etc.
rnKeep management informed on issues and problems
rnPrepare monthly/annual results and performance reports
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rnREQUIREMENTS:
rnProven experience as call center supervisor or similar supervisory position
rnKnowledge of performance evaluation procedures
rnOutstanding communication and negotiation abilities
rnA results-oriented approach
rnExcellent organizational and leadership skills
rnAbility to work under pressure
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rnMODE OF APPLICATION:
rnCandidates should forward their CV to the company's mail