A newly opened dynamic and high-tech Contact Centre has a vacancy for an Agent Supervisor. Office hours are 24/7 so ability to work evenings, weekends and public holidays should the need arise is essential. At times the work will be high pressured; therefore Candidates must be dedicated, hardworking and disciplined people who will not allow religious and social activities to interfere with their work. A high level of Computer-literacy, Intelligence and problem solving, communication, organization and management skills are also required.
Good working conditions and terms of employment. After successfully completing the probationary period, payment will be commensurate with skills and experience.
Position: Contact Center Supervisor.
Department: Customer Care.
Shift: See Job Profile
Location: Abuja.
Job Type: Full Time.
Education: See Job Profile
Closing date: we are always accepting applications.
Key Responsibilities:
Ensure good Customer experience by: Managing and directing all aspects of incoming and out going Contact Center operations including complaints and technical issues, implement review and improve Contact Centre policies, procedures and standards. Meet all organizational functions and standards for the Contact centre. Help Recruit, Train and Supervise Contact Centre Agents. Develop and monitor quotas for service volume and timeliness. Track call volume and report discrepancies. Implement Business Strategy, Find solutions to improve the Contact centre and increase Profitability.
PROFILE:
Ideal Education and Experience
Degree or HND in any Subject or relevant working experience
10 years or more work experience of:
Administration and Management in a highly computerized environment
Knowledge of one or more Computer Operating Systems (Microsoft, Macintosh, Linux, Unix)
relevant computer applications experience
customer service experience
excellent ability to handle stress
experience of work in a fast paced environment
problem solving experience
data entry/keyboard experience ADDED ADVANTAGES
MBA/Masters Degree/Post-Graduate or Professional Qualification
Knowledge of call/contact center telephony and technology
2 years or more experience in a call/contact center environment
knowledge of customer service principles and practices
sales management knowledge
Computer Training experience
Accounting and finance knowledge
Statistics knowledge
marketing knowledge Applications physically brought to our office will be put straight into the Dustbin.
TO APPLY, please go to our WEBSITE: www.touchstonecontactcenter.com and FOLLOW THE INSTRUCTIONS CAREFULLY!
Click on Job Vacancies to apply online for this job.
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