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:

• Supervise daily Contact Centre operations across voice, email, chat and social media channels.
• Ensure adequate staffing and shift coverage for 24-hour operations.
• Monitor live queues and allocate resources to meet service level targets.
• Coordinate operational activities during flight disruptions and irregular operations.
• Ensure compliance with company policies, aviation regulations and customer service standards.

Customer Service:

• OutsourceSupportHandle escalated customer complaints and service recovery cases.
• Ensure timely resolution of customer enquiries.
• Monitor service quality across all communication channels.
• Improve customer satisfaction through proactive problem resolution.
• Authorize customer compensation within delegated authority.

Team Leadership:

• Supervise, coach and mentor Contact Centre Agents.
• Conduct daily briefings and performance reviews.
• Identify training and development needs.
• Manage attendance, punctuality and roster compliance.
• Promote teamwork and a positive work environment.

Performance Management:

• Monitor key Contact Centre KPIs including:
• Service Level
• Average Speed of Answer (ASA)
• Average Handling Time (AHT)
• First Contact Resolution (FCR)
• Call Abandonment Rate
• Customer Satisfaction (CSAT)
• Quality Assurance (QA) Score
• Schedule Adherence
• Agent Productivity
• Prepare daily, weekly and monthly operational reports.
• Analyse trends and recommend process improvements.

Quality Assurance:

• Conduct regular call, email and chat quality reviews.
• Ensure adherence to standard operating procedures.
• Implement corrective actions where performance gaps exist.
• Drive continuous improvement initiatives.

Reservation & Ticketing Oversight:

• Supervise booking, rebooking, refunds requests and ticket modification activities.
• Ensure proper use of VideCom Reservation System.
• Verify compliance with fare rules and company policies.
• Support agents with complex reservation issues.

Internal Collaboration:

Liaise with:

• Ground Operations
• Revenue Management
• Commercial Department
• Finance
• Marketing & Corporate Communications to resolve customer issues efficiently.

Key Performance Indicators (KPIs)

• Service Level Achievement ≥ 80%
• Average Speed of Answer ≤ 30 seconds
• Call Answer Rate ≥ 90%
• Customer Satisfaction ≥ 90%
• First Contact Resolution ≥ 85%
• Quality Assurance Score ≥ 90%
• Email Response SLA ≥ 95%
• Call Abandonment Rate ≤ 5%
• Agent Attendance ≥ 95%
• Monthly Productivity Targets Achieved

How to Apply

Interested and qualified candidates should send their Updated CV to: careers@flyunitednigeria.com using the job title as the subject of the email.