Call Center Supervisor

We are seeking an experienced and customer-centric Call Center Supervisor to lead our customer support team at Marthame Electronics. You will oversee daily call center operations, guide agents in resolving customer inquiries, and ensure the highest standards of service delivery, with a focus on technical support for home appliances.

Responsibilities

• Supervise, coach, and monitor a team of call center agents to ensure daily performance metrics (KPIs) and service level agreements (SLAs) are met
• Act as the primary point of escalation for complex customer queries regarding home appliance troubleshooting, warranties, and product features (TVs, ACs, fans, blenders, etc.)
• Monitor live and recorded calls to evaluate agent performance, provide constructive feedback, and maintain service quality
• Identify gaps in product knowledge or customer handling and coordinate with the technical/after-sales team to conduct regular training sessions
• Track call center statistics (response times, call volume, resolution rates) and compile weekly/monthly performance reports for management

Requirements

• Bachelor's Degree or HND in Business Administration, Communications, or a related field
• 5–10 years of experience in a call center environment, with at least 1–2 years in a supervisory or team lead role
• Solid technical understanding or strong familiarity with home appliances (Televisions, Air Conditioners, Fans, Blenders, etc.) and their common troubleshooting mechanisms
• Must reside within close proximity to the office location to ensure punctuality and seamless operational coverage
• Exceptional communication, conflict-resolution, and interpersonal skills
• Strong proficiency in CRM software and call center metrics tools

Salary N250,000 – N300,000 per month (depending on experience)

How to Apply Interested and qualified candidates should send their updated CV to: hrmarthameweelectronics@gmail.com using "Call Center Supervisor" as the subject of the email.

Application Closing Date: 27th July, 2026