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Contact Centre Supervisor
About this role
A Contact Centre Supervisor at United Nigeria Airlines Lagos oversees daily contact centre operations across voice, email, chat and social media to ensure strong customer service. The role involves supervising contact centre agents, ensuring service standards and regulatory compliance, monitoring performance, handling escalated issues, and supporting the airline’s commercial and customer experience aims. It requires coordinating staffing for 24-hour coverage, managing conduct during flight disruptions, and driving operational efficiency. The supervisor works with multiple internal teams to resolve customer issues and improve processes. The position reports to the Contact Centre Manager and is part of the Commercial unit."
What you would do
- Oversee daily contact centre operations across channels
- Ensure adequate staffing and shift coverage for 24-hour operations
- Monitor live queues and allocate resources to meet service targets
- Coordinate activities during flight disruptions and irregular operations
- Ensure compliance with policies, aviation regulations and service standards
- Handle escalated complaints and service recovery cases
- Monitor and improve service quality across channels
- Authorize customer compensation within delegated authority
- Coach and mentor contact centre agents; conduct briefings and performance reviews
- Prepare operational reports and analyse trends for improvements
What they are asking for
- Experience in leading a contact centre or similar customer service environment
- Strong understanding of contact centre metrics and performance management
- Ability to manage 24-hour operations and shift scheduling
- Experience with reservation systems and ticketing processes is advantageous
- Proven leadership and people management skills
- Excellent communication and customer service skills
- Ability to coordinate with multiple internal departments
- Results-oriented with analytical mindset
- Operational knowledge of aviation or airline industry is desirable
- Proficient in using customer relationship and contact centre software
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