United Nigeria Airlines Recruitment 2026: Contact Centre Supervisor
Job at a glance
- Company
- United Nigeria Airlines
- Location
- Lagos, Nigeria
- Where the work happens
- On-site
- Job type
- Full time
- Minimum qualification
- BA / BSc / HND
- Deadline
- 10 November 2026 Closes in 2 days
Are you an experienced customer service professional looking for a supervisory role in the aviation industry? United Nigeria Airlines is recruiting a Contact Centre Supervisor to oversee customer support operations, supervise contact centre agents and improve the airline's customer experience across telephone, email, chat and social media channels.
The position involves team leadership, complaint resolution, reservation and ticketing oversight, and monitoring customer service performance. Interested candidates should review the requirements and submit their CV and cover letter through the airline's official application instructions.
United Nigeria Airlines Recruitment 2026 Summary
| Job Details | Information |
|---|---|
| Company | United Nigeria Airlines |
| Job Title | Contact Centre Supervisor |
| Department | Commercial |
| Unit | Contact Centre |
| Location | Lagos, Nigeria, according to the current official vacancy page |
| Employment Type | Full-time |
| Reports To | Contact Centre Manager |
| Supervises | Contact Centre Agents |
| Required Qualification | BA/BSc/HND, according to the supplied vacancy listing |
| Salary | Not specified |
| Application Method | |
| Application Email | careers@flyunitednigeria.com |
| Application Deadline | November 10, 2026, according to the supplied listing; confirm on the official vacancy page |
| Official Job Page | Contact Centre Supervisor – United Nigeria Airlines |
About United Nigeria Airlines
United Nigeria Airlines is a Nigerian-owned airline that provides commercial air transportation services. The company focuses on delivering safe, reliable and efficient air travel while connecting passengers to destinations across its network.
The Contact Centre Supervisor position is part of the Commercial Department. The successful candidate will help ensure that customers receive timely and professional assistance when making bookings, requesting refunds, changing tickets or seeking help during flight disruptions.
This is a supervisory role for someone who can manage a customer service team, monitor performance, resolve difficult complaints and maintain service quality in a fast-paced aviation environment.
Contact Centre Supervisor Job Responsibilities
The Contact Centre Supervisor will oversee daily operations across the airline's customer communication channels. The role requires effective coordination of employees, customer enquiries, ticketing processes and performance targets.
1. Contact Centre Operations
The successful candidate will supervise the contact centre's day-to-day activities across telephone, email, live chat and social media.
Responsibilities include ensuring adequate staffing for 24-hour operations, monitoring customer queues and allocating agents to meet service targets. The supervisor will also coordinate responses during flight disruptions and other irregular operations while ensuring compliance with company policies and aviation regulations.
2. Customer Service and Complaint Resolution
The role involves ensuring that customer enquiries are handled promptly and professionally. The supervisor will take responsibility for escalated complaints, service recovery cases and problems that agents cannot resolve independently.
They must also monitor service quality across all communication channels, identify recurring customer concerns and introduce practical improvements. Where authorised, the supervisor may approve customer compensation within the limits of their delegated authority.
3. Team Leadership and Staff Development
The Contact Centre Supervisor will manage and support the team of customer service agents.
Key duties include coaching employees, conducting briefings, reviewing performance and identifying training needs. The supervisor will also monitor attendance, punctuality and shift schedules while promoting teamwork and a positive working environment.
4. Performance Monitoring and Reporting
The successful candidate will track key performance indicators (KPIs) to assess the efficiency of the contact centre.
This includes preparing daily, weekly and monthly reports, analysing performance trends and recommending changes where targets are not being met.
The role requires someone who can interpret performance data and turn the findings into practical improvements in customer service delivery.
5. Quality Assurance
The supervisor will regularly review calls, emails and chat interactions to ensure that agents follow the airline's standard operating procedures.
Where performance gaps are identified, the supervisor will recommend corrective actions, provide feedback and support continuous improvement.
6. Reservations and Ticketing Oversight
The position includes supervising booking, rebooking, refund requests and ticket modifications. The supervisor must ensure that agents use the VideCom Reservation System properly and follow applicable fare rules and company policies.
They will also support agents who encounter complicated reservation issues that require supervisory intervention.
7. Collaboration With Other Departments
The Contact Centre Supervisor will work with several internal teams to resolve customer issues efficiently. These include:
Ground Operations
Revenue Management
Commercial Department
Finance
Marketing and Corporate Communications
Effective cooperation is important, particularly when handling flight disruptions, ticketing problems, refunds and other matters requiring input from multiple departments.
Contact Centre Supervisor Performance Targets
United Nigeria Airlines specifies measurable customer service and operational targets for this position. Applicants should understand these expectations before applying.
| Key Performance Indicator | Target |
|---|---|
| Service Level Achievement | At least 80% |
| Average Speed of Answer | 30 seconds or less |
| Call Answer Rate | At least 90% |
| Customer Satisfaction | At least 90% |
| First Contact Resolution | At least 85% |
| Quality Assurance Score | At least 90% |
| Email Response Service-Level Agreement | At least 95% |
| Call Abandonment Rate | No more than 5% |
| Agent Attendance | At least 95% |
| Monthly Productivity | Achieve set targets |
These targets show that the company expects the supervisor to balance speed, customer satisfaction, service quality and employee productivity.
Candidates with experience monitoring contact centre dashboards, preparing operational reports and improving service-level performance should highlight that experience in their applications.
United Nigeria Airlines Contact Centre Supervisor Requirements
The supplied vacancy information identifies BA/BSc/HND as the required qualification category. The position also calls for strong supervisory, customer service and analytical skills.
Educational Qualification
Applicants should have a BA, BSc or HND, as indicated in the supplied vacancy listing.
Before applying, review the official job page to confirm the exact qualification and experience conditions for this specific vacancy.
Customer Service and Communication Skills
Candidates must have excellent verbal and written communication skills, strong interpersonal abilities and a customer-focused approach.
The role requires the ability to communicate clearly with customers, supervise agents, handle escalated complaints and work professionally with other airline departments.
Leadership and Supervisory Ability
Applicants should be capable of coaching staff, delegating tasks, managing shift coverage and maintaining team performance.
The ability to make timely decisions and support agents during difficult customer interactions is particularly important in a busy airline contact centre.
Analytical and Problem-Solving Skills
The supervisor must understand customer service performance indicators, identify problems and recommend appropriate solutions.
Strong organisational skills, attention to detail and the ability to manage several priorities are essential.
Computer Skills
Candidates should be proficient in Microsoft Office or related software. Experience with reservation systems and contact centre tools is relevant, particularly because the role includes oversight of VideCom reservations and ticketing activities.
Ability to Work Under Pressure
Airline customer service can become demanding during delays, cancellations and other operational disruptions. Applicants should be comfortable making decisions quickly, handling complaints professionally and maintaining service standards in a high-pressure environment.
Working Hours and Flexibility
The contact centre operates on a 24-hour basis, so the supervisor must be able to coordinate staffing and shift coverage. Candidates should be prepared for the operational demands of airline customer service.
Required Skills for the Contact Centre Supervisor Role
The position is particularly suited to applicants with a combination of customer service and team-management experience. Relevant skills include:
Customer complaint handling and service recovery.
Call centre or contact centre supervision.
Staff coaching and performance management.
Reservation, ticketing and refund processes.
KPI monitoring and operational reporting.
Microsoft Office proficiency.
Strong written and verbal communication.
Organisation, time management and attention to detail.
Analytical thinking and decision-making.
Ability to work collaboratively with airport and airline personnel.
Experience with VideCom or similar reservation systems can be useful when handling booking, rebooking and ticket modification issues.
Salary and Benefits
United Nigeria Airlines has not published a specific salary amount in the Contact Centre Supervisor vacancy information reviewed for this article.
Applicants should therefore avoid relying on unofficial salary estimates. Any salary, allowances or additional benefits should be confirmed through the company's recruitment process.
How to Apply for the United Nigeria Airlines Contact Centre Supervisor Job
Interested and qualified candidates should submit their CV and cover letter by email, following the instructions for the vacancy.
Step 1: Review the Official Vacancy
Visit the official Contact Centre Supervisor job page and review the job responsibilities and any updated application instructions.
Step 2: Prepare Your CV
Update your CV to highlight relevant experience in customer service, contact centre operations, team supervision, reservations, ticketing or complaint resolution.
Where possible, include measurable achievements, such as improvements in customer satisfaction, response times, service-level performance or agent productivity.
Step 3: Write a Relevant Cover Letter
Explain why you are suitable for the role and how your skills match the airline's requirements.
Emphasise your supervisory experience, ability to manage customer complaints, familiarity with service KPIs and readiness to work in a fast-paced aviation environment.
Step 4: Send Your Application by Email
Email your CV and cover letter to:
careers@flyunitednigeria.com
Use the job title Contact Centre Supervisor as the email subject, so the recruitment team can identify the vacancy you are applying for.
Step 5: Review Before Sending
Check your contact information, employment history and attachments carefully. Ensure your CV and cover letter are included and that your email address and telephone number are correct.
Application Deadline
The vacancy information supplied for this article gives November 10, 2026 as the application deadline.
However, the current official United Nigeria Airlines careers page does not display a closing date for this position. Applicants should therefore verify the deadline on the official vacancy page or through the company's recruitment contact before relying on the date supplied by a third-party listing.
To avoid missing the opportunity, prepare your documents early and submit your application as soon as possible.
Tips for a Successful Application
Highlight Your Supervisory Experience
The role involves managing a team rather than handling customer enquiries alone. Show how you have coached staff, managed schedules, monitored performance and helped resolve escalated complaints.
Demonstrate Results Using KPIs
If you have experience working with service-level targets, explain how you monitored response times, call abandonment, customer satisfaction or first-contact resolution. Give concrete examples of improvements you contributed to.
Mention Reservation-System Experience
VideCom is specifically mentioned in the job description. If you have used VideCom or another airline reservation platform, include it in your CV and explain the tasks you performed.
Show That You Can Handle Operational Disruptions
Airline customer service requires quick decisions when flights are delayed, cancelled or rescheduled. Use examples that demonstrate calm problem-solving, clear communication and effective coordination with other teams.
Submit a Professional Application
Use a clear CV format and a concise cover letter tailored to the job. Avoid sending an application with missing documents, spelling mistakes or a generic message that does not address the position.
Frequently Asked Questions About United Nigeria Airlines Recruitment
What position is United Nigeria Airlines recruiting for?
The vacancy covered in this article is Contact Centre Supervisor in the airline's Commercial Department.
Where is the job located?
The current official vacancy page lists Lagos, Nigeria. A supplied third-party listing mentions both Abuja and Lagos, so applicants should confirm the actual work location with the airline.
What qualification is required?
The supplied vacancy listing indicates BA/BSc/HND. Applicants should confirm the exact academic and experience requirements on the official recruitment page.
How do I apply?
Submit your CV and cover letter to careers@flyunitednigeria.com, using “Contact Centre Supervisor” as the email subject, and review the official vacancy page for any additional instructions.
What is the salary for the job?
The salary has not been specified in the official vacancy page reviewed for this article.
What is the application deadline?
The supplied listing states November 10, 2026. The official company page does not currently display a deadline, so applicants should confirm the date before submitting.
Does the role involve supervising other employees?
Yes. The Contact Centre Supervisor reports to the Contact Centre Manager and supervises Contact Centre Agents.
Final Thoughts
The United Nigeria Airlines Contact Centre Supervisor vacancy offers an opportunity for a qualified customer service professional to take on a leadership role in the aviation industry. The position focuses on contact centre operations, team management, customer complaint resolution, reservations and ticketing, and performance monitoring.
Applicants should prepare a CV and cover letter that demonstrate their supervisory ability, customer service experience and familiarity with performance targets. Before applying, confirm the required qualifications, location and closing date through the official vacancy page.
Ready to apply? Visit the official United Nigeria Airlines recruitment page and send your CV and cover letter to careers@flyunitednigeria.com with Contact Centre Supervisor as the subject.
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Deadline: 10 November 2026
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