Call Center Supervisor at Air Peace

Apply for Call Center Supervisor at Air Peace

About Air Peace

Air Peace is Nigeria’s largest privately owned airline, founded in 2013 with a mission to provide safe, affordable, and reliable air travel across Nigeria, West Africa, and international destinations. Headquartered in Lagos, the airline operates a fleet of modern aircraft including Boeing 737s, Embraer jets, and wide-body Boeing 777s for long-haul routes. Air Peace offers both domestic and international flights, including routes to the UAE, South Africa, and India, and is known for its aggressive expansion strategy and commitment to improving connectivity within Africa. The airline also contributes to job creation and economic growth, positioning itself as a key player in the region’s aviation industry.

Summary

• Company: Air Peace
• Job Title: Call Center Supervisor
• Job Type: Full Time
• Qualification: BA/BSc/HND
• Location: Lagos, Nigeria

Role Description

• Organizes and directs the day-to-day activities related to the operation of the Call Center.
• Responsible for managing, training & guiding call center agents in performing their duties.
• Provides support, reports & resolves problems and complaints.
• Monitors agents & contact center performance and analyzes reports.
• Helps developing schedules to ensure adequate staffing levels.

Key Responsibilities

• Supervises, plans and manages functions related to Call Center work area.
• Oversees and directs the day-to-day activities of telephone operators and call center agents.
• Answering agent questions regarding best practices or difficult calls.
• Acts as a source of information and answers operator/agents questions, assigns tasks, follows up and gives instructions as necessary.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Carries out supervision, coaching, call monitoring, training, reviewing and disciplining of all operators/agents.
• Attends, follows up & resolves customer complaints. Carries out performance monitoring, measurement and evaluation of all operators/agents to improve efficiency.
• Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job
• Compiles and maintains lists of key and on-call schedules & personnel, and ensures all lists are available to operators for use as required.
• Prepares and directs scheduling, monitors operators’ attendance, schedules shifts & breaks as necessary
• Performs other similar or related duties, as assigned, such as updating databases, coordinating activities related to repair and maintenance of equipment, ordering materials and supplies, etc
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies

Requirements

• Bachelor’s Degree in Business Administration or related field
• Five years customer service experience with at least three years experience leading teams (Call Center environment preferred).

Competencies and Key Requirements:

• Excellent communication, leadership and interpersonal skills.
• Excellent command of English
• Good knowledge of commonly used word processing, spreadsheet, and database software packages
• Excellent customer service and problem resolution skill
• Ability to effectively and professionally communicate with persons Of all background.
• Experience in and the ability to efficiently manage multiple telephone lines.

Application Deadline
23rd July, 2025.

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How to Apply for Call Center Supervisor at Air Peace

Interested and qualified candidates should send their CV to: careers@flyairpeace.com using “Call Center Supervisor” as the subject of the email.

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