Call Center & Sales Support Supervisor at BlueWave New Energy Technology Nigeria Company Limited

Job Purpose

The Call Center & Sales Support Supervisor will oversee both outbound sales operations and after-sales customer support. This role aims to drive revenue growth through efficient lead conversion, customer engagement, and strong coordination between the sales, marketing, and service teams.

Key Responsibilities

Sales Outbound & Performance Growth

• Build, train, and manage an outbound call team responsible for lead generation, customer activation, and conversion to achieve company sales targets
• Design effective sales call scripts and communication strategies tailored for different client segments (distributors, retail clients, and project customers)
• Develop and execute daily, weekly, and monthly outbound plans, and monitor KPIs such as call volume, connection rate, conversion rate, and revenue contribution
• Oversee the entire lead-to-order process, ensuring every interaction is properly recorded and tracked in the CRM system
• Work closely with the marketing team to follow up on campaign leads, reactivate dormant customers, and improve the conversion rate of marketing activities
• Analyze sales performance data, identify improvement opportunities, and provide insights to optimize call efficiency and close rates

After-Sales Support & Customer Satisfaction

• Supervise inbound and outbound service calls related to product installation, maintenance, troubleshooting, and customer complaints, ensuring professional and timely resolution
• Establish a structured follow-up and satisfaction survey system to maintain long-term customer relationships and identify cross-selling opportunities
• Build a closed-loop service mechanism, track the resolution of each issue, and report findings for product and service improvement
• Ensure all customer records, service tickets, and installation feedback are accurately updated in the CRM and call systems