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United Nigeria Airlines Company Ltd
Automotive & Aviation
Contact Centre Supervisor
About this 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
Job Details
- Location: Lagos (onsite)
- Job Type: Full-time
- Job Field: Customer Care / Customer Service
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
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
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