Osagie
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Call Center Supervisor
Job Type: Part-Time

Education

I have no education
No added languages

Experience

Call Center Supervisor
Customer Cintact Solutions Nigeria limited
December 2009 - Present Day (7 years 4 months)
  • Manage the Call Centre’s daily operations including outsourced Call Centre agents and performance improvement.
  • Monitor and lead call centre performance through various statistical and reporting methodologies.
  • Makes necessary changes in staffing based on day of week, sales promotions, other anticipated events and ACD data.
  • Monitor trends based on calls, issues, and queries and through those tools make recommendations on how to improve the quality of services to customers as well as reducing repeat contacts.
  • Monitors productivity of customer service representatives and generate reports.
  • Answers questions and recommends corrective services to address customer complaints.
  • Reviews ACD data to monitor the length of time customers remain on hold. Monitors service calls to observe employee demeanor, technical accuracy and conformity to CCSNL rules of operation.
  • Determines work procedures, prepares work schedules and expedites workflow.
  • Studies and standardizes procedures to improve efficiency of call center agents.
  • Manages the call center agents and is responsible for overall direction, co-ordination, planning, assigning and directing of work within the call centre.
  • Maintains harmony among call center agents and resolves grievances.
  • Forecast volumes of calls and manpower requirements.
  • Champion change strategies and help others embrace and react positively to change.
  • Communicating solutions, successes, and opportunities to the Manager of the call center.