Contact Centre Supervisor

United Nigeria Airlines is seeking a Contact Centre Supervisor to oversee daily operations across voice, email, chat, and social media channels. The role involves team supervision, resolving escalated customer issues, ensuring service quality, and coordinating with various departments to maintain operational efficiency.

Responsibilities

• Supervise contact centre operations across multiple communication channels.
• Ensure adequate staffing, shift coverage, and compliance with service level targets.
• Handle escalated complaints and customer service recovery cases.
• Coach, mentor, and monitor the performance of contact centre agents.
• Track KPIs, prepare operational reports, and recommend improvements.
• Conduct quality assurance reviews and ensure adherence to company policies.
• Oversee bookings, rebookings, refunds, 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 departments.

Requirements

• Ability to supervise teams and manage contact centre operations.
• Strong customer service, communication, and problem-solving skills.
• Proficiency in monitoring performance metrics and preparing operational reports.
• Knowledge of reservation and ticketing processes, including the VideCom Reservation System.

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

How to Apply Interested candidates should send an updated CV to careers@flyunitednigeria.com.