Invent Alliance Limited is recruiting for fulltime Contact/Call Centre Supervisor.
Invent Alliance Limited is a company specialized on creation of multi sector and multi discipline business platform with specialist partnerships for value co-creation in each of the different business segments through modern co-petition business principles.
We are recruiting to fill the position below:
Job Title: Contact/Call Centre Supervisor Location: Lagos
Manage a team of Contact Centre agents.
Be available to affect the entirety of the team’s operations.
Manage by walking around. Be visible to answer questions.
Take calls that your agents can’t handle and be available when an agent appears to need assistance.
Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
Motivate and encourage agents through positive communication and feedback
Assist in hiring and training employees, monitoring representative progress, and coaching them to cultivate the knowledge and skills to provide excellent service to customers.
Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
Answering agent questions regarding best practices or difficult calls.
Identifying operational issues and suggesting possible improvements.
Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Preparing reports and analyzing data to assist management as they determine call center goals.
Working with other supervisors and management team members to support agents and maximize customer satisfaction.
Min Required Experience:
Minimum of HND/B.Sc in English, Mass Communication or equivalent, but more education, especially in management, is preferred.
Call center, customer service, or supervisory experience is required.
Proficiency with technology, especially computers, software applications, and phone systems.
Exceptional verbal and written communication skills.
Strong understanding of company products, policies, and services.
Ability to coach, train, and motivate employees and evaluate their performance.
Excellent problem solving, leadership, and customer service skills.
Analytical, efficient, and thorough.
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
Lekki-Ajah residence is required
Method of Application Interested and qualified candidates should send their CV's and Applications using the "Job Title" as the e-mail subject.
Note: Only shortlisted candidates will be contacted
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About Invent Alliance Limited
Headquarters:KM 29, Alasia Bus Stop, Behind Forte Oil & Gas Station, Lekki Epe-Expressway, Lagos.
Invent Alliance Limited is a company specialized on creation of multi sector and multi discipline business platform with specialist partnerships for value co-creation in each of the different business...Know More about Invent Alliance Limited
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