Contact Centre Supervisor

About this role

The role is for a Contact Centre Supervisor at United Nigeria Airlines, based in Lagos, overseeing the day-to-day operations of the airline's contact centre. The supervisor manages contact centre agents, ensures service standards are met across voice, email, chat and social media, and handles escalated customer issues to support commercial and customer experience goals. Responsibilities include monitoring queues, staffing 24-hour operations, supervising performance, and coordinating activities during disruptions. The role involves leading the team, managing performance metrics, and producing operational reports to drive improvements. The position collaborates with multiple departments to resolve customer issues and ensure compliance with policies and regulations.

What you would do

• Monitor live queues and allocate resources to meet service level targets.
• Ensure adequate staffing and shift coverage for 24-hour operations.
• Ensure compliance with company policies, aviation regulations and customer service standards.
• Coordinate operational activities during flight disruptions and irregular operations.
• Supervise daily contact centre operations across voice, email, chat and social media.
• Monitor service quality across all communication channels.
• Authorize customer compensation within delegated authority.
• Handle escalated customer complaints and service recovery cases.
• Identify training and development needs and conduct briefings and performance reviews.
• Prepare daily, weekly and monthly operational reports.

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