Call Center Supervisor (Sales & Order Processing)

Softhills Limited - Call Center Supervisor (Sales & Order Processing)

Location: Lagos Employment Type: Full-time

Job Summary

• The Call Center Supervisor will oversee a team of sales and order processing agents, ensuring high performance in closing sales, processing customer orders, and delivering excellent service.
• The ideal candidate will drive results, provide coaching and support, and maintain high team morale while achieving business targets.

Key Responsibilities

• Supervise, motivate, and lead a team of sales/order processing agents to achieve sales targets and process orders accurately.
• Monitor agent performance through KPIs (e.g., sales closed, order accuracy, call quality, customer satisfaction).
• Provide regular coaching, feedback, and training to agents to improve sales techniques and customer interaction.
• Handle escalated customer issues, complex sales, or order processing challenges.
• Monitor real-time operations to ensure prompt response to all customer inquiries and sales opportunities.
• Prepare and analyze daily/weekly/monthly performance reports; implement action plans to address performance gaps.
• Conduct regular team meetings and one-on-ones to address concerns, share updates, and reinforce goals.
• Ensure compliance with company policies, sales scripts, and call center procedures.
• Collaborate with other departments (logistics, marketing, customer service) to ensure seamless order fulfillment and excellent customer experience.
• Support recruitment, onboarding, and training of new agents as the team grows.

Requirements

• Bachelor’s Degree or equivalent experience in Business, Marketing, or related field.
• Must have 3-5 years experience in a call center, sales, or customer service role, with at least 2 year in a supervisory or team lead position.
• Strong leadership, coaching, and team-building skills.
• Proven ability to drive sales results and improve agent performance.
• Excellent communication, problem-solving, and organizational skills.
• Proficiency in call center software, CRM tools, and Microsoft Office (Excel, Word).
• Ability to work under pressure, manage multiple priorities, and adapt to changing business needs.

Application Closing Date

Not Specified.