IT Call Center & Operations Supervisor

Job Title:  IT Call Center & Operations Supervisor (1 year contract)

Job Sector: Oil & Gas

Location: Abuja

Salary: 600k

Position Summary:

The IT Call Center & Operations Supervisor is responsible for managing the day-to-day operations of an IT call center, ensuring high-quality customer support, and effectively managing IT service management functions through ServiceNow. This role includes supervising a team of IT support specialists, coordinating with various departments, handling escalations, and implementing continuous improvement processes. The Supervisor will also be responsible for reporting, metrics analysis, and ensuring compliance with SLA and KPI requirements.

Key Responsibilities:

1. Team Supervision & Leadership:

• Lead, coach, and mentor a team of IT support specialists to deliver exceptional service.

• Conduct regular team meetings, training sessions, and performance reviews.

• Address performance gaps, provide feedback, and set improvement plans when needed.

• Promote a collaborative and inclusive work environment focused on customer satisfaction and teamwork.

2. ServiceNow Administration & Management:

• Oversee the ServiceNow ticketing system, ensuring efficient ticket routing, prioritization, and escalation.

• Maintain and manage ServiceNow configurations, user permissions, workflows, and reports.

• Ensure the system’s optimal functionality by working with technical teams on updates, patches, and upgrades.

• Troubleshoot ServiceNow issues and provide level 2 support when necessary.

3. Service Delivery & SLA Management:

• Monitor and analyze KPIs and SLAs, taking proactive steps to meet or exceed service standards.

• Develop and implement strategies to enhance service delivery and efficiency.

• Manage escalations, ensuring timely resolutions and effective communication with stakeholders.

• Develop action plans to prevent SLA breaches and improve the overall quality of service.

4. Operational Management:

• Plan and oversee the day-to-day operations of the call center, ensuring efficient resource allocation.

• Coordinate shift schedules, workforce management, and ensure adequate staffing levels.

• Monitor call queues, ticket resolution times, and other critical operational metrics.

• Develop and maintain standard operating procedures (SOPs) to ensure consistency and adherence to best practices.

5. Continuous Improvement & Innovation:

• Identify opportunities for process improvements within the call center and IT operations.

• Leverage analytics and reporting to track performance and implement improvements in customer service.

• Collaborate with stakeholders to gather feedback and drive enhancements to ServiceNow workflows and processes.

• Lead projects for new feature implementation, automation, and optimization within ServiceNow and related tools.

6. Reporting & Analytics:

• Generate and analyze regular reports on call center performance, ticketing metrics, and SLA adherence.

• Provide insights and recommendations to senior management for strategic decision-making.

• Present data to identify trends, gaps, and opportunities for improvement within the call center and IT operations.

Required Skills & Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent work experience).

• Experience: Minimum 3-5 years in IT call center or IT service management, with at least 2 years in a supervisory role.

• Technical Skills:

• Proficiency in ServiceNow, including ticket management, workflows, and reporting.

• Knowledge of ITIL practices, ideally with ITIL certification.

• Familiarity with call center software and telephony systems.

• Strong troubleshooting skills with the ability to guide and assist team members in technical issues.

• Soft Skills:

• Strong leadership, coaching, and mentoring skills.

• Excellent communication skills (verbal and written) with the ability to manage challenging conversations.

• Analytical skills to interpret data, generate insights, and recommend process improvements.

• High level of organizational skills and attention to detail.

• Certifications (Preferred):

• ITIL Foundation or Intermediate certification.

• ServiceNow Administrator certification.

Key Performance Indicators (KPIs):

• Customer Satisfaction Score (CSAT): Track customer satisfaction through surveys and feedback.

• First Call Resolution (FCR): Percentage of tickets resolved without escalation or additional support.

• Service Level Agreement (SLA) Compliance: Measure of meeting SLA commitments in terms of response and resolution times.

• Employee Engagement and Retention: Turnover rate, employee satisfaction, and engagement within the team.

• Operational Efficiency: Volume of tickets handled per agent, average resolution time, and backlog reduction.

Career Development Opportunities:

This role offers growth opportunities into senior management positions such as IT Operations Manager, IT Service Delivery Manager, or ServiceNow System Administrator roles, depending on the candidate’s performance and skill development.