Customer Interaction Supervisor Job at Lorache Consulting

Lorache Consulting – Our client, is currently seeking to employ suitably qualified candidate to fill the position below:

Job Title: Customer Interaction Supervisor
Basic Function

  • Organizes 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.
  • 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.
  • 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.

Work Contact:

  • Routine contacts with HOD Customer Service. Frequent contact with employees in other departments for the exchange of information.

Minimum Requirements

  • Bachelor’s degree in Business Administration or related field.
  • Excellent command of English and other language.
  • Good knowledge of commonly used word processing, spreadsheet, and database software packages.
  • Five years customer service experience with at least two years in a supervisory experience leading teams (Call Center environment preferred).
  • Excellent communication, leadership and interpersonal skills.

How to Apply

Interested and qualified candidates should send their application letters and CV’s to:

Application Deadline  15th September, 2016. 

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