Call Centre Supervisor at La Fayette Microfinance Bank Limited

Job Expired

Call Centre Supervisor 

Job Reference: ADV/LAF/0002
Location: Ibadan, Oyo
Recruitment Type: Internal and External

Main Purpose of the Position

  • Call Center Supervisor help train and motivate and¬†supevise¬†call center representatives as they answer questions, handle complaints, and provide support for clients.
  • They monitor representative progress, and coach them to cultivate the knowledge and skills to provide excellent service to customers.

Essential Job Duties

  • Training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
  • 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.
  • The role and tasks will evolve with the growth of the organization.

Qualification/Education

  • Minimum of B.Sc or HND in Social Sciences, Management sciences, Engineering or Arts.
  • Certification in Customer Service is an advantage.

Work Experience:

  • At least five (5) years work experience as a call centre agent / team leader.

Skills:

  • High-level proficiency in written and spoken English; good knowledge of word processing; proven spreadsheet skills; good interpersonal relations and negotiation skills.

Personal Traits:

  • Tactfulness; self-disciplined; resolute and Value driven.
  • Pragmatic and meticulous in processes and procedures; Ability to relate effectively across different levels of authority.
  • Time conscious and purposeful.

Application Deadline
17th January, 2020.


Method of Application

Interested and qualified candidates should:
Click here to apply online

More Information

  • This job has expired!
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