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Thursday, 7 February 2019

Call Center Supervisor at Lorache Group

Lorache Group – Our client, an Internet Service Provider (ISP) request the service of active and vibrant individual with good communication skill to fill the position below:
Call Center Supervisor
Objective
Call Center Supervisors help train and motivate call center representatives as they answer questions, handle complaints, and provide support for customers
Deliverables:
Hiring, 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.
Coaching and cultivate the knowledge and skills to provide excellent service to customers.
Answering agents 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 actions, if necessary.
Preparing reports and analyzing data to assist management as they determine call center gals.
Working with other supervisors and management team members to support agents and maximize customer satisfaction
Emphasis on first level trouble shooting and concern redressal
Maintain and build lasting customer relationships by ensuring concern attended are resolved
Build customers’ interest in products and services for all queries been attended
Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies.
Answers questions and recommends corrective services to address customer complaints.
Determines work procedures, prepares work schedules and expedites workflow.
Study and standardizes procedures to improve efficiency of subordinates.
Maintains harmony among workers and resolves grievances.
Prepares composite reports from individual reports by subordinates.
Reviews PBX data to monitor the customer experience and subordinate statistics.
Qualifications
Must be a graduate with 3 – 5 years experience on customer care supervisory role.
Requirements:
Leadership Skills
Time Management.
Problem Solving.
Customer/Client Focus.
Computer knowledge
Analytical and efficient
Internet and Tech savvy
Customer query resolving skills
Sales Acumen
Customer focus
Excel knowledge (Must)
Language Speaking: Fluent in Hausa, Igbo, Yoruba and English
How to apply
Applicants should forward their Resume /CV to: jobs@lorachegroup.com using the Position applied for as Subject.
Note: That only shortlisted candidates will be contacted.
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