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

The Call Center & Sales Support Supervisor will oversee both

. This role aims to drive revenue growth through efficient lead conversion, customer engagement, and strong coordination between the sales, marketing, and service teams.

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

1. Supervise inbound and outbound service calls related to
   product installation, maintenance, troubleshooting, and customer complaints
   , ensuring professional and timely resolution.
2. Establish a
   structured follow-up and satisfaction survey system
   to maintain long-term customer relationships and identify cross-selling opportunities.
3. Build a
   closed-loop service mechanism
   , track the resolution of each issue, and report findings for product and service improvement.
4. Ensure all
   customer records, service tickets, and installation feedback
   are accurately updated in the CRM and call systems.
5. Support the after-sales department in coordinating with field technicians to ensure quick problem closure and feedback communication.

1. Recruit, train, evaluate, and motivate call center agents, building a
   sales-driven and service-oriented team
   .
2. Conduct regular training programs on
   sales techniques, communication skills, and customer psychology
   to improve conversion rates.
3. Hold weekly and monthly
   performance review meetings
   to analyze results, share best practices, and identify corrective actions.
4. Manage the
   call system, CRM platform, recordings, and reporting tools
   , ensuring data security and transparency.
5. Foster a result-oriented, collaborative culture with clear accountability and reward mechanisms.

1. Collaborate with
   Sales, Marketing, After-Sales, and Finance
   teams to ensure smooth customer lifecycle management from lead generation to service completion.
2. Prepare
   regular performance and customer feedback reports
   for management, providing actionable recommendations to improve processes and performance.
3. Assist in developing integrated customer engagement strategies that align with the company’s sales goals.

1. Bachelor’s degree or above in
   Marketing, Management, Communication, or related fields
   .
2. Minimum
   3 years of experience
   managing a call center or outbound sales team, preferably in
   renewable energy, electronics, telecom, insurance, or FMCG
   industries.
3. Strong knowledge of
   telesales operations, CRM systems, and performance analytics
   .
4. Excellent
   leadership and motivational skills
   , with proven ability to drive a sales-oriented team to exceed targets.
5. Strong analytical, communication, and organizational skills; capable of managing multiple priorities under pressure.
6. Fluency in English
   is required; ability to speak local languages (Yoruba, Hausa, Igbo) will be an added advantage.

• Compensation:
  Competitive base salary + performance commission + bonus (based on sales KPIs)
• Benefits:
  Paid annual leave, social insurance, performance bonus, and career advancement opportunities