Call Center Supervisor

Main duties and responsibilities

• Training and motivating the call center representatives to carry out their day-to-day activities.
• Ensure that call center representatives understand and comply with the company policies in place.
• Creating dockets for returning clients after proper verification of the information given.
• Editing client’s details eg change of telephone number in the system after proper verification.
• Consolidating and preparing daily reports on call data for management
• Ensuring neatness of the office
• Report any issue to management in a timely manner for the quickest attention possible.
• Answering or making calls to customers to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information, and diffusing angry clients, as may be required.
• Building lasting relationships with clients and other call center team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Making sales or recommendations for products or services that may better suit client needs.
• Taking part in training and other learning opportunities to expand knowledge of the company and position.
• Adhering to all company policies and procedures.
• Other duties may arise from time to time and as may be assigned by the supervisors.

Requirements

• A university graduate
• At least 3 years of work experience in customer care, banking, and related field
• Strong oral communication skills
• Extremely strong interpersonal skills
• Innate empathy and compassion to deliver world-class customer service
• Ability to operate under intense pressure
• Computer literacy and proficiency and experience in common software such as MS Word and Excel
• Strong analytical skill

How to apply.

Interested applicants should send their application, curriculum vitae, and copies of their academic credentials  through the Brightermonday Portal by Clicking on the 'Apply Now ' section