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:
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:
Handle 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