Customer Interaction Supervisor

Job Title: Customer Interaction SupervisorLocation: LagosBasic FunctionOrganizes and directs the day-to-day activities related to the operation of the Call Center.Responsible for managing, training & guiding call center agents in performing their duties.Provides support, reports & resolves problems and complaints.Monitors agents & contact center performance, and analyzes reports.Helps developing schedules to ensure adequate staffing levels.Supervises, plans and manages functions related to Call Center work area.Oversees and directs the day-to-day activities of telephone operators and call center agents.Acts as a source of information and answers operator/agents questions, assigns tasks, follows up and gives instructions as necessary.Carries out supervision, coaching, call monitoring, training, reviewing and disciplining of all operators/agents.Attends, follows up & resolves customer complaints.Carries out performance monitoring, measurement and evaluation of all operators/agents to improve efficiency.Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.Work Contact:Routine contacts with HOD Customer Service. Frequent contact with employees in other departments for the exchange of information. 

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