Position Title: Contact Centre Supervisor
Department: Commercial
Unit: Contact Centre
Reports To: Contact Centre Manager
Supervises: Contact Centre Agents
Job Grade: Supervisor Level

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:

1. 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