IT and Telecoms

Call Center Supervisor Job in an Internet Service Provider Company

Lorache Group – Our client, an Internet Service Provider (ISP) request the service of active and vibrant individual with good communication skill to fill the position below:



Job Title: Call Center Supervisor

  • Call Center Supervisors help train and motivate call center representatives as they answer questions, handle complaints, and provide support for customers


  • Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
  • Ensuring agents understand and comply with all call center objectives performance standards, and policies.
  • Coaching and cultivate the knowledge and skills to provide excellent service to customers.
  • Answering agents questions regarding best practices or difficult calls.
  • Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
  • Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies.
  • Answers questions and recommends corrective services to address customer complaints.
  • Determines work procedures, prepares work schedules and expedites workflow.
  • Study and standardizes procedures to improve efficiency of subordinates.
  • Maintains harmony among workers and resolves grievances.
  • Prepares composite reports from individual reports by subordinates.
  • Reviews PBX data to monitor the customer experience and subordinate statistics.
  • Identifying operational issues and suggesting possible improvements.
  • Monitoring and evaluating agent performance, providing learning or coaching opportunities and taking corrective actions, if necessary.
  • Preparing reports and analyzing data to assist management as they determine call center gals.
  • Working with other supervisors and management team members to support agents and maximize customer satisfaction
  • Emphasis on first level trouble shooting and concern redressal
  • Maintain and build lasting customer relationships by ensuring concern attended are resolved
  • Build customers’ interest in products and services for all queries been attended


  • Must be a graduate with 3 – 5 years experience on customer care supervisory role.


  • Leadership Skills
  • Time Management.
  • Internet and Tech savvy
  • Customer query resolving skills
  • Sales Acumen
  • Customer focus
  • Excel knowledge (Must)
  • Language Speaking: Fluent in Hausa, Igbo, Yoruba and English
  • Problem Solving.
  • Customer/Client Focus.
  • Computer knowledge
  • Analytical and efficient



How to Apply

Qualify and Interested candidates should forward their Resume /CV to: using the Position applied for as Subject.

Note: That only shortlisted candidates will be contacted


Application Deadline  15th February, 2019.

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