CALL CENTER SUPERVISOR AT EMADOR NIGERIA INTEGRATED RESOURCES | CALL CENTER JOBS IN LAGOS

About Company:

EMADOR Nigeria Integrated Resources is a dynamic, multi-sector business dedicated to delivering innovative and reliable solutions across the energy, real estate, and general trading industries. The company specializes in solar energy sales and services, providing sustainable and cost-effective power solutions to homes and businesses

Job Description:

We are looking for a competent and results-driven Call Center Supervisor to lead, organize, and direct our customer support team. In this role, you will be responsible for ensuring high-quality customer interactions, optimizing team performance, and maintaining operational excellence. The ideal candidate must be a natural leader capable of motivating staff, resolving escalations, and driving efficiency within a fast-paced environment.

Requirements:

• Team Leadership: Assist in setting individual and team targets, hire and onboard new employees, and provide ongoing guidance, feedback, and coaching to staff.

• Performance Management: Measure performance using key metrics such as call abandonment rates and wait times; prepare regular monthly and annual performance reports for management.

• Operational Excellence: Devise strategies to optimize call center procedures, ensure adherence to company policies and attendance standards, and keep management informed of emerging issues.

• Escalation Handling: Proactively anticipate escalations and step in to handle complex calls when necessary to ensure customer satisfaction.

• Staff Motivation: Create a positive working environment and implement initiatives to keep the team motivated and productive.

Qualifications and Skills:

• Experience: Proven experience in customer service is essential; previous supervisory experience is highly preferred.

• Communication Skills: Outstanding communication and negotiation abilities. Proficiency in English is required; knowledge of additional languages is a definite plus.

• Technical Proficiency: Tech-savvy with working knowledge of MS Office, telephone equipment, and relevant call center software/computer programs.

• Analytical Skills: Solid knowledge of performance evaluation procedures and the ability to interpret data to improve team outcomes.

• Soft Skills: Excellent organizational and leadership skills with a results-oriented approach and the ability to thrive while working under pressure.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should send their CV to: integratedresourcesemadorniger@gmail.com using the Job Position as the subject of the email.