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

A reputable organization seeks a dedicated individual for this role. 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.

• Support the after-sales department in coordinating with field technicians to ensure quick problem closure and feedback communication.

(3) Team Leadership & Management

• Recruit, train, evaluate, and motivate call center agents, building a sales-driven and service-oriented team.

• Conduct regular training programs on sales techniques, communication skills, and customer psychology to improve conversion rates.

• Hold weekly and monthly performance review meetings to analyze results, share best practices, and identify corrective actions.

• Manage the call system, CRM platform, recordings, and reporting tools, ensuring data security and transparency.

• Foster a result-oriented, collaborative culture with clear accountability and reward m...