About this role
Job title: Contact Centre Supervisor
Section: About the Role tUnited Nigeria Airlines is seeking a Contact Centre Supervisor to oversee daily contact centre operations, supervise agents, maintain service quality, resolve escalated customer complaints, and improve operational efficiency across all customer communication channels.
Section: Key Responsibilities
- Supervise contact centre operations across voice, email, chat, and social media channels.
- Ensure adequate staffing, shift coverage, and service level compliance.
- Handle escalated complaints and customer service recovery cases.
- Coach, mentor, and monitor Contact Centre Agents’ performance.
- Track key performance indicators, prepare operational reports, and recommend improvements.
- Conduct quality assurance reviews and ensure compliance with company policies and procedures.
- Oversee bookings, rebookings, refund requests, and ticket modifications.
- Ensure proper use of the VideCom Reservation System and compliance with fare rules.
- Coordinate with Ground Operations, Revenue Management, Finance, Marketing, and other relevant departments.
Section: Requirements
- Ability to supervise teams and manage contact centre operations.
- Strong customer service, communication, and problem-solving skills.
- Ability to monitor performance metrics and prepare operational reports.
- Knowledge of reservation and ticketing processes, including the VideCom Reservation System, is relevant to the role.
Section: Key Performance Targets
- Service level: At least 80%.
- Call answer rate: At least 90%.
- Customer satisfaction: At least 90%.
- First contact resolution: At least 85%.
- Quality assurance score: At least 90%.
- Call abandonment rate: No more than 5%.
- Average speed of answer: 30 seconds or less.