Job Title

Call Centre Supervisors

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Job Description


(External and internal factors which influence the work environment and the business, taking future conditions and strategic requirements into account)


  • Dynamic, Ever Changing Environment
  • Leading Edge Technology
  • Multicultural Environment
  • Multi-skilled Staff
  • Developing Industry and Business
  • MultiChoice Africa Policies and Procedures
  • Diverse Business Units
  • Challenging local operating environment
  • Performance Driven Environment



(Internal and External individuals or groups to whom products, services, programmer and information must be provided)

  • Subscribers
  • Operations team
  • Call center operations
  • Agencies phone support
  • Installers/Dealers/Super Dealers

·         Contact Centre

  • Customers
  • MC Nigeria Management Team
  • MC Nigeria Branches, Finance, Call Centre, Credit Control, Sales, Marketing, Technical and Distribution Departments





(Products, services, programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organisation’s mission and strategy)


·         Provides a high level of coaching and encouragement, ensuring high standards are set and maintained, and that professional career development meets corporate and individual needs.

·         Plans, directs, coordinates, and prioritize the provision of all resources to optimize team performance in the short- and long-term.

·         Act as the last level of escalation for complex, non-routine requests.

·         Manages team performance by concentrating on service delivery to the customer and fully understanding team behaviors required to provide high levels of customer service.

·         Creates an environment of continuous improvement by acting on opportunities to improve processes, products, and systems.

  • Manages departmental information and administration (reports, journals, statistics, minutes of meetings, performance contracts, coaching, running of meetings etc.)
  • Maintain communication with staff and managers.
  • Maintain departmental standards
  • Conduct Performance Discussion
  • Maintain Call Center Image
  • Conduct Staff meetings
  • Adhere to Company Policies and Procedure
  • Conduct disciplinary enquiries
  • Acquisition, monitoring and maintenance of telephone services
  • Accurately compile Call Center activity statistics and reports




(Personal capabilities which are critical to the production of quality outputs)


  • Customer knowledge
  • Product/service knowledge
  • Statistical knowledge.
  • Financial understanding
  • Knowledge of the Internet (basic)
  • Basic TX knowledge
  • Organisational understanding
  • Customer Care Policies and Procedures
  • Sound Knowledge of the Business Policies, Processes and Work Instructions in MC Nigeria
  • Human Resource Knowledge
  • Process Management
  • Systems  knowledge
  • Team Management
  • Performance Management
  • Technical Knowledge



  • Interpersonal skills
  • Assertiveness
  • Problem solving skills
  • Judgment
  • Team player
  • Letter writing
  • Diplomacy/tact
  • Independence
  • Information seeking
  • Coaching
  • Written and Verbal Communication (letter writing, report writing)
  • Computer Skills (MS Word, Excel)
  • Problem Solving and Decision Making
  • Information Sharing
  • Drive for Results
  • Planning and Organising
  • Attention to Detail
  • Influencing Skills
  • Trend Analysis
  • Numeracy Skills
  • Motivating


Personal Qualities

  • Self Confidence
  • Service orientation
  • Empathy
  • Patience
  • Able to handle difficult customers and stressful situations
  • Initiative
  • Flexibility
  • Achievement oriented
  • Proactive
  • Deadline driven
  • Sense of urgency
  • Customer focused
  • Perseverance

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