Contact/Call Centre Supervisor at Invent Alliance Limited

Invent Alliance Limited is a company specialized on creation of multi sector and multi discipline business platform with specialist partnerships for value co-creation in each of the different business segments through modern co-petition business principles. We are recruiting to fill the position below:Job Title: Contact/Call Centre SupervisorLocation: LagosResponsibilitiesManage a team of Contact Centre agents.Be available to affect the entirety of the team’s operations.Manage by walking around. Be visible to answer questions.Take calls that your agents can’t handle and be available when an agent appears to need assistance.Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.Motivate and encourage agents through positive communication and feedbackAssist in hiring and training employees, monitoring representative progress, and coaching them to cultivate the knowledge and skills to provide excellent service to customers.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.

Apply at