Contact Centre Supervisor
AI job insight
United Nigeria Airlines is recruiting a Contact Centre Supervisor in Lagos to oversee daily operations and supervise agents across voice, email, chat and social media. The role covers service quality, escalations, staffing and shift coverage, performance coaching, operational reporting and customer-service KPIs.
- Supervises Contact Centre Agents across voice, email, chat and social media support channels.
- Handles escalated complaints and authorises customer compensation within delegated authority.
- Ensures staffing and shift coverage for the contact centre's 24-hour operations.
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AI summary
United Nigeria Airlines is recruiting a Contact Centre Supervisor in Lagos to oversee daily operations and supervise agents across voice, email, chat and social media. The role covers service quality, escalations, staffing and shift coverage, performance coaching, operational reporting and customer-service KPIs.
- Supervises Contact Centre Agents across voice, email, chat and social media support channels.
- Handles escalated complaints and authorises customer compensation within delegated authority.
- Ensures staffing and shift coverage for the contact centre's 24-hour operations.
- Monitors KPIs including CSAT, FCR, abandonment rate, handling time and schedule adherence.
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Source salary availableThe source lists Authorize customer compensation within delegated authority. Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- PreferredPractical evidence in call_center, internship, part_timeThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in LagosThe vacancy is associated with this location.
- UnclearComfort with the Other contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Contact Centre Supervisor evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to United Nigeria Airlines and the role in Lagos.
- Add concrete examples related to call_center, internship, part_time, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Jobzilla Nigeria; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- Jobzilla Nigeria
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Contact Centre Supervisor role in call_center, internship?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Lagos under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research United Nigeria Airlines before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Contact Centre Supervisor at United Nigeria Airlines
⏲
Oct 27, 2026, 6:01 AM
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View all Aviation & Airline Services jobs
United Nigeria Airlines is a wholly owned Nigerian company incorporated under the Companies and Allied Matters Act of 1990 at the Corporate Affairs Commission to offer commercial air transportation services under the trade name United Nigeria.
We are recruiting to fill the position below:
Job Title: Contact Centre Supervisor
Location: Lagos
Department: Commercial
Unit: Contact Centre
Reports To: Contact Centre Manager
Supervises: Contact Centre Agents
Job Purpose
The Contact Centre Supervisor is responsible for overseeing the daily operations of the United Nigeria Airlines Contact Centre to ensure exceptional customer service across all customer touchpoints.
The role involves supervising Contact Centre Agents, ensuring compliance with service standards, monitoring performance, resolving escalated customer issues, and driving operational efficiency to support the airline’s commercial and customer experience objectives.
Key Responsibilities
- Operational Oversight:
- 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 channels.
- Customer Service:
- Monitor service quality across all communication channels.
- Authorize customer compensation within delegated authority.
- Handle escalated customer complaints and service recovery cases.
- Ensure timely resolution of customer enquiries.
- Improve customer satisfaction through proactive problem resolution.
- Team Leadership:
- Identify training and development needs.
- Conduct daily briefings and performance reviews.
- Supervise, coach and mentor Contact Centre Agents.
- Manage attendance, punctuality and roster compliance.
- Promote teamwork and a positive work environment.
- Performance Management:
- Call Abandonment Rate
- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Schedule Adherence
- Prepare daily, weekly and monthly operational reports.
- Average Handling Time (AHT)
- Average Speed of Answer (ASA)
- Monitor key Contact Centre KPIs including:
- Agent Productivity
- Analyse trends and recommend process improvements.
- Quality Assurance (QA) Score
- Service Level
- Quality Assurance:
- Conduct regular call, email and chat quality reviews.
- Drive continuous improvement initiatives.
- Ensure adherence to standard operating procedures.
- Implement corrective actions where performance gaps exist.
- Reservation & Ticketing Oversight:
- Supervise booking, rebooking, refunds requests and ticket modification activities.
- Support agents with complex reservation issues.
- Ensure proper use of VideCom Reservation System.
- Verify compliance with fare rules and company policies.
- Internal Collaboration:
- Liaise with:
- Marketing & Corporate Communications to resolve customer issues efficiently.
- Commercial Department
- Ground Operations
- Finance
- Revenue Management
- Key Performance Indicators (KPIs)
- Call Answer Rate ≥ 90%
- Call Abandonment Rate ≤ 5%
- Monthly Productivity Targets Achieved
- Email Response SLA ≥ 95%
- Service Level Achievement ≥ 80%
- Average Speed of Answer ≤ 30 seconds
- Quality Assurance Score ≥ 90%
- Agent Attendance ≥ 95%
- Customer Satisfaction ≥ 90%
- First Contact Resolution ≥ 85%
- How to Apply
- Interested and qualified candidates should send their Updated CV to
- :
- [email protected]
- using the job title as the subject of the email.
- View all Jobs in Nigeria
- Lagos State