Job Title

Call Centre Supervisors

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Job Description

CONTEXT

(External and internal factors which influence the work environment and the business, taking future conditions and strategic requirements into account)

 

  • Dynamic, Ever Changing Environment
  • Leading Edge Technology
  • Multicultural Environment
  • Multi-skilled Staff
  • Developing Industry and Business
  • MultiChoice Africa Policies and Procedures
  • Diverse Business Units
  • Challenging local operating environment
  • Performance Driven Environment

 

CUSTOMERS:

(Internal and External individuals or groups to whom products, services, programmer and information must be provided)

  • Subscribers
  • Operations team
  • Call center operations
  • Agencies phone support
  • Installers/Dealers/Super Dealers

·         Contact Centre

  • Customers
  • MC Nigeria Management Team
  • MC Nigeria Branches, Finance, Call Centre, Credit Control, Sales, Marketing, Technical and Distribution Departments

 

 

OUTPUTS:

  

(Products, services, programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organisation’s mission and strategy)

 

·         Provides a high level of coaching and encouragement, ensuring high standards are set and maintained, and that professional career development meets corporate and individual needs.

·         Plans, directs, coordinates, and prioritize the provision of all resources to optimize team performance in the short- and long-term.

·         Act as the last level of escalation for complex, non-routine requests.

·         Manages team performance by concentrating on service delivery to the customer and fully understanding team behaviors required to provide high levels of customer service.

·         Creates an environment of continuous improvement by acting on opportunities to improve processes, products, and systems.

  • Manages departmental information and administration (reports, journals, statistics, minutes of meetings, performance contracts, coaching, running of meetings etc.)
  • Maintain communication with staff and managers.
  • Maintain departmental standards
  • Conduct Performance Discussion
  • Maintain Call Center Image
  • Conduct Staff meetings
  • Adhere to Company Policies and Procedure
  • Conduct disciplinary enquiries
  • Acquisition, monitoring and maintenance of telephone services
  • Accurately compile Call Center activity statistics and reports

 

COMPETENCIES:

    

(Personal capabilities which are critical to the production of quality outputs)

Knowledge 

  • Customer knowledge
  • Product/service knowledge
  • Statistical knowledge.
  • Financial understanding
  • Knowledge of the Internet (basic)
  • Basic TX knowledge
  • Organisational understanding
  • Customer Care Policies and Procedures
  • Sound Knowledge of the Business Policies, Processes and Work Instructions in MC Nigeria
  • Human Resource Knowledge
  • Process Management
  • Systems  knowledge
  • Team Management
  • Performance Management
  • Technical Knowledge

 

Skills

  • Interpersonal skills
  • Assertiveness
  • Problem solving skills
  • Judgment
  • Team player
  • Letter writing
  • Diplomacy/tact
  • Independence
  • Information seeking
  • Coaching
  • Written and Verbal Communication (letter writing, report writing)
  • Computer Skills (MS Word, Excel)
  • Problem Solving and Decision Making
  • Information Sharing
  • Drive for Results
  • Planning and Organising
  • Attention to Detail
  • Influencing Skills
  • Trend Analysis
  • Numeracy Skills
  • Motivating

 

Personal Qualities

  • Self Confidence
  • Service orientation
  • Empathy
  • Patience
  • Able to handle difficult customers and stressful situations
  • Initiative
  • Flexibility
  • Achievement oriented
  • Proactive
  • Deadline driven
  • Sense of urgency
  • Customer focused
  • Perseverance

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