Call Centre Supervisor

Job Summary
Supervises the call center and ensures that processes are adhered to
Minimum Qualification:
Degree
Experience Level:
Mid level
Experience Length:
3 years
Job Description
Essential Job Duties:
Plans, prepares and devices work schedules, according to workload and budgets
Supervises and coordinates activities of Call Center Agents
Observes and evaluates Agent performance
Assigns duties to Agents
Sets Key Performance Indicators for agents
Tracks agent performance and able to report to management
Ability to write report and present in PowerPoint format
Trains and instructs Agents to execute their duties
Communicates with Manager and other department managers to resolve problems and expedite work
Interprets and communicates work procedures and company policies to Agent staff
Helps Agents resolve problems and complete work
Prepares, maintains and submits reports and records such as budgets and operational personnel
reports
Plans and develops improved procedures
Makes recommendation to management concerning staff and improvement of procedures
Any other duties assigned
Education & Basic Qualification:
A minimum of HND / Degree required
2 – 3 years’ work experience. Call Centre experience required.
Passionate about customer care
Target oriented
Experience working with Ms Office
Fluent in written and spoken English
Able to work well under pressure and under minimum supervision
An excellent communicator
A team player
Must be time flexible and able to work in a shift clock system including Public holidays and
Weekends