Contact Centre Supervisor

Job Type: Full-time
Job Field: Customer Care / Customer Service

About the Role

United 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.

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.

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.

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.