About the Role
United Nigeria Airlines Company Ltd is seeking a dynamic and results-driven Contact Centre Supervisor to join our vibrant Commercial department in Nigeria. In this role, you will oversee daily contact centre operations across voice, email, chat, and social media channels, ensuring our passengers receive exceptional service and prompt resolutions.
Key Responsibilities- Supervise daily contact centre operations to ensure seamless 24-hour service coverage and adequate staffing levels.
- Monitor live queues, manage key performance indicators, and allocate resources efficiently during flight disruptions.
- Handle escalated customer complaints, authorize ticket refunds, and manage service recovery cases.
- Coach, mentor, and evaluate Contact Centre Agents while conducting regular quality assurance reviews.
- Oversee reservations, rebookings, and ticketing activities using the VideCom Reservation System in compliance with fare rules.
- Collaborate closely with Ground Operations, Revenue Management, and Finance departments to resolve complex customer issues.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 3 to 5 years of contact centre experience, with at least 2 years in a supervisory role within the aviation or service sector.
- Proficiency in reservation systems such as VideCom and modern contact centre software.
- Exceptional leadership, conflict resolution, and communication skills.
- Strong analytical abilities with a proven track record of meeting service level agreements and KPIs.
- Competitive salary and performance-based incentives.
- Staff travel privileges and airline ID card benefits.
- Health insurance and comprehensive medical coverage.
- Continuous professional development and career growth opportunities.