Jobs Nigeria

Call Center Coaching Lead (Intern/Trainee)

Job Title	Call Center Coaching Lead (Intern/Trainee)
Employer	FrostSpark HVAC
Adress: Country	Nigeria
Address: City	Ifako
Work type	Internship
Expected Salary	1786313 NGN
Posting Date	Tue Jun 10 2025
End Date	Tue Jun 17 2025

Description:

We’re hiring a Call Center Supervisor who knows how to keep a team focused, motivated, and delivering top-tier customer support. You’ll guide a team of agents who talk to real people every day — sometimes stressed, sometimes upset, always in need of clarity. You’ll monitor call quality, handle escalations, and provide timely, actionable feedback to drive continuous improvement. You’ll help build the culture from the ground up — feedback loops, rituals, check-ins, all shaped by your leadership. You’ll bring a calm presence, keeping agents focused, confident, and supported through late-night workloads. You’ll manage handoffs between shifts, making sure everything is logged, documented, and ready for the next crew. You’ll support employee onboarding, facilitate training sessions, and ensure all team members are up to date on policies and tools. You’ll manage shift schedules, coverage gaps, and make sure no one feels overwhelmed or left behind. You’ll conduct regular one-on-one sessions, coaching conversations, and structured performance evaluations. You’ll maintain documentation on agent performance, attendance, and disciplinary actions in a confidential and consistent manner.

Basic Qualifications:

• Resolve internal team conflicts calmly and constructively, promoting open communication and teamwork.
• Handle escalated calls or complex cases with professionalism, working to turn customer concerns into solutions while modeling ideal behavior.
• Report department performance to senior leadership and recommend staffing, tech, or process improvements based on data.
• Stay current with industry trends, customer service techniques, and technology platforms to improve team performance and service delivery.
• Create and maintain daily, weekly, and monthly reports on agent productivity, absenteeism, and service level compliance.

Preferred:

• Organized with task delegation, ticket backlog tracking, and queue management.
• Can prepare reports, track KPIs, and present insights to management regularly.
• Encourages team morale, collaboration, and motivation through recognition and support.
• Understands how to maintain service-level agreements (SLAs) and handle peak periods efficiently.
• Pays attention to communication tone, professionalism, and consistency across all interactions.

Benefits:

• We reward strong leadership — with visibility, respect, and real career growth.
• You’ll track quality, consistency, and morale — and help your team improve across the board.
• Flexible shifts and autonomy to manage schedules, workloads, and live support coverage.
• And yes, we’ll celebrate your impact — not just with numbers, but with trust.
• You’ll be supported by senior leadership who understand support — not just chase volume.

You’ll collaborate with QA and training to make sure your people have the tools and confidence they need. You’ll keep the day flowing, the metrics moving, and the mood grounded — even during peak hours. You’ll ensure compliance with procedures even when no one’s watching — because that’s what professionals do. You’ll keep the floor (or the chat room) organized, focused, and safe — even in silence. You’ll help build a space where support doesn’t just solve problems — it creates trust. You’ll champion best practices, suggest process improvements, and contribute to departmental planning initiatives. If you’re ready to lead with clarity, coach with consistency, and deliver results through people — we invite you to apply. You’ll be the reason customers feel supported — no matter the hour, no matter the issue. If you believe that great service doesn’t sleep, and neither does great leadership — we’re ready to welcome you to the night shift.