Call Centre Supervisor
DESCRIPTION
Mark Calthers Consulting Limited is seeking a skilled and driven Call Center Supervisor to lead our customer service team, ensuring exceptional support and satisfaction for our clients while also driving business growth. This role is perfect for a dynamic, customer-oriented leader with a background in call center management and a passion for business development.
RESPONSIBILITIES
- Lead and Manage the Call Center Team: Supervise daily operations, ensuring high-quality interactions and efficient service delivery across all customer touchpoints.
- Drive Customer Satisfaction: Monitor customer interactions to ensure compliance with service standards and maintain a positive, client-focused environment.
- Generate New Business Opportunities: Develop and implement strategies to attract and retain clients, working closely with the sales and marketing teams to identify new business leads.
- Team Development: Train, coach, and mentor call center staff, fostering a collaborative, results-oriented atmosphere and managing performance to ensure team excellence.
- Performance Monitoring and Reporting: Track KPIs, generate reports, and recommend improvements to optimize team productivity and client satisfaction.
- Implement Protocols and Best Practices: Establish and maintain call center protocols, ensuring the team adheres to company policies and delivers consistent service.
- Handle Escalated Customer Issues: Resolve complex customer issues, providing advanced support and maintaining client relationships.
BENEFITS
- Competitive salary.
- Health Insurance.
- Opportunity to learn on the job.
- Opportunity to Add value to a fast-growing organisation.
QUALIFICATIONS
- Experience: Minimum of 3 years as a Call Center or Customer Care Supervisor, with demonstrated expertise in leading teams and improving customer service outcomes.
- Business Development Acumen: Strong understanding of sales and business development with a proven track record of generating business opportunities.
- Leadership Skills: Ability to inspire and motivate a team, with strong coaching and performance management capabilities.
- Customer-Centric Mindset: Deep commitment to customer satisfaction and the ability to handle escalated inquiries with professionalism and care.
- Communication and Interpersonal Skills: Excellent communication skills for interacting with customers, team members, and stakeholders.
- Analytical Skills: Proficient in using call center software and generating reports to measure team performance and client satisfaction.
SKILLS
Interested in this role?
Apply
06 Nov, 2024
MANAGERIAL
Competitive
Bsc/HND
Nigeria, undefined
jobslounge.markcalthers.com/job/Call-Centre-Supervisor-3425
