- Company: Softhills Limited
- Location: Lagos
- Job type: Full-time
About the role
Softhills Limited is seeking a Call Center Supervisor to oversee a team of sales and order processing agents. In this full-time position based in Lagos, you will drive results, provide coaching, and maintain high team morale while ensuring excellent customer service and accurate order processing.
Responsibilities
- Coach, train, and provide feedback to agents to improve sales techniques and customer interactions.
- Monitor agent performance using KPIs such as sales closed, order accuracy, and customer satisfaction.
- Collaborate with logistics, marketing, and customer service teams to ensure seamless order fulfillment.
- Handle escalated customer issues, complex sales, and order processing challenges.
- Monitor real-time operations to ensure prompt responses to inquiries and sales opportunities.
- Support the recruitment, onboarding, and training of new team members.
- Ensure compliance with company policies, sales scripts, and call center procedures.
- Conduct regular team meetings and one-on-ones to address concerns and reinforce goals.
- Prepare and analyze performance reports and implement action plans to address gaps.
Requirements
- 3-5 years of experience in call center, sales, or customer service roles.
- At least 2 years in a supervisory or team lead position.
- Proficiency in call center software, CRM tools, and Microsoft Office (Excel, Word).
- Bachelor’s Degree or equivalent experience in Business, Marketing, or a related field.
- Strong leadership, coaching, and communication skills.
- Ability to work under pressure and manage multiple priorities.
How to apply
Send your CV to sleekhr.ng@gmail.com. Please use the Job Title as the subject of your email.
Apply by email: sleekhr.ng@gmail.com
