Call Center Officer at Air Peace Limited

Air Peace Limited is a private Nigerian airline founded in 2013 with its head office in Ikeja, Lagos State, Nigeria, the flag carrier and the largest airline of Nigeria and West Africa.

Air Peace comes on board with an unparalleled safety consciousness second to none, guaranteeing the satisfaction of our travelers across the Globe! With seven Aircraft – 3 state of the art Dornier 328 Jets and 4 Boeing 737-500 sp (special performance) jets.

Air Peace is one of the Airlines with such matchless safety strength in the world! Apply now for the role of Call Center Officer at Air Peace Limited.

Call Center Supervisor

Job Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Customer Care Jobs
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Job 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

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Qualifications and 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.

MINIMUM EDUCATION AND WORK EXPERIENCE

• 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).

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Method of Application

Interested and qualified candidates should send their CVs to: careers@flyairpeace.com using “CALL CENTER SUPERVISOR” as the subject of the mail.

Deadline: July 23, 2025

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