About the Role
Softhills Limited is a dynamic venture builder that invests knowledge, infrastructure, and capital to help innovative businesses scale from startup to exit. We are currently looking for a results-driven Call Center Supervisor to oversee our sales and order processing operations in Nigeria. In this impactful role, you will manage a dedicated team of agents, drive aggressive sales targets, ensure flawless order fulfillment, and deliver exceptional customer experiences in a fast-paced environment.
Key Responsibilities- Supervise, motivate, and lead a team of sales and order processing agents to achieve and exceed monthly revenue and productivity targets.
- Monitor agent performance using key performance indicators including sales conversion rates, order accuracy, call quality, and customer satisfaction.
- Provide continuous coaching, feedback, and targeted training to enhance sales techniques and customer service delivery.
- Handle escalated customer issues, complex sales negotiations, and intricate order processing challenges with professionalism.
- Track real-time operations to ensure prompt responses to all incoming sales opportunities and customer inquiries.
- Prepare comprehensive daily, weekly, and monthly performance reports while implementing strategic action plans to bridge any performance gaps.
- Conduct regular team briefings and individual one-on-one sessions to address concerns, communicate updates, and reinforce company goals.
- Enforce compliance with internal company policies, approved sales scripts, and standard call center procedures.
- Collaborate closely with logistics, marketing, and customer support departments to guarantee seamless order fulfillment and client satisfaction.
- Assist in the recruitment, onboarding, and training of new customer service and sales representatives.
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Minimum of 3 to 5 years of professional experience within a call center, sales, or customer service environment.
- At least 2 years of proven experience in a supervisory, team lead, or management capacity.
- Exceptional leadership, team-building, and interpersonal coaching skills with a track record of driving sales results.
- Outstanding verbal and written communication, problem-solving, and organizational abilities.
- Proficiency in modern call center software, CRM platforms, and Microsoft Office applications, particularly Excel.
- Demonstrated ability to thrive under pressure, manage multiple priorities, and adapt quickly to dynamic business needs in the Nigerian market.
- Competitive salary package with performance-based bonuses and incentives.
- Comprehensive health insurance coverage.
- Opportunities for rapid career advancement within a fast-growing global venture builder network.
- Continuous professional development, leadership training, and mentorship programs.
- A collaborative, energetic, and supportive work culture that values innovation and excellence.