0800 300803

Contact Center Supervisor  

Closing on: Oct 13, 2022
Job Type: Full Time
Job Location: uganda
Reports to: M&BD Manager
Languages: multilingual
Directly Supervises: Contact Center Rep

Job Title: Contact Center Supervisor  

Department: Marketing & Business Development

Reports to: M&BD Manager

Directly Supervises: Contact Center Reps.

Job Summary:

The Contact Center Supervisor will be responsible for managing BCI’s Contact Center. He/She will plan and implement the overall contact center strategies to achieve excellent performance and ensure that the business goals are met.

Duties and Responsibilities:

  1. Assist in the formulation of targets for individuals and teams
  2. Hire and onboard new employees
  3. Answer questions from staff and provide guidance and feedback
  4. Anticipate escalation and take over calls and other forms of communication when needed
  5. Devise ways to optimize procedures and keep staff motivated
  6. Measure performance with key metrics such as response rate, call abandonment, calls waiting, etc.
  7. Ensure adherence to policies for attendance, established procedures, etc.
  8. Keep management informed on issues and problems
  9. Prepare monthly/annual results and performance reports

Qualifications, Skills, and experience;

  1. Certified training or vocational training with customer relations or CRM.
  2. Proven experience as a call center supervisor or similar supervisory position
  3. Experience in customer service is essential
  4. Proficient in English; Good knowledge of additional languages will be a definite plus
  5. Working knowledge of MS Office
  6. Tech-savvy with knowledge of telephone equipment and relevant computer programs
  7. Knowledge of performance evaluation procedures
  8. Outstanding communication and negotiation abilities
  9. A results-oriented approach
  10. Excellent organizational and leadership skills
  11. Ability to work under pressure

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