VACANCY ANNOUNCEMENT

Applications are invited from suitably qualified candidates to fill the following vacant position below:

CALL CENTRE SUPERVISOR

Reporting to the Call Centre Operations Manager, the Call Centre Supervisor shall be responsible for leading and managing Call Centre agents, coordinating with Call Centre Operations Manager and other stakeholders to ensure internal and external customers enjoy the best experience with the company.

Major Tasks and Responsibilities

• Supervises daily inbound call activities to ensure service levels are met.
• Monitors agent performance, call quality, and adherence to processes.
• Resolves escalated customer queries promptly and professionally
• Maintains a high level of floor visibility, offering support to agents in real-time and driving engagement and performance.
• Ensures proper case tagging is done by agents in all customer interactions.
• Leads and supervises outbound campaigns, including sales, follow-ups, retention, and customer engagement initiatives.
• Drives teleselling performance motivating agents and ensuring they meet or exceed sales targets.
• Monitors outbound KPIs such as contact rates, conversion rates and productivity.
• Ensures compliance with teleselling scripts, regulatory requirements, and ethical selling standards.
• Delivers regular coaching, performance reviews, and skills development sessions.
• Compiles and submits shift reports, sales performance updates, and operational dashboards.
• Assists in workforce planning, scheduling, and resource optimization.
• Fosters a positive culture that promotes teamwork, customer focus, and high performance.

Educational and professional Requirements

• Bachelor’s degree in business administration, Marketing, Business Management or Accounting/ Finance.
• At least 3 years of experience working in Call Centre.
• Strong knowledge of inbound, outbound, and teleselling processes.
• Demonstrated ability to lead teams and drive performance.
• Excellent communication, coaching and conflict resolution skills.
• Proven ability to meet both service and sales targets.
• Proficiency in Call Centre systems and Microsoft Office tools.
• Strong analytical and reporting skills.

• Supervises daily inbound call activities to ensure service levels are met.
• Monitors agent performance, call quality, and adherence to processes.
• Resolves escalated customer queries promptly and professionally
• Maintains a high level of floor visibility, offering support to agents in real-time and driving engagement and performance.
• Ensures proper case tagging is done by agents in all customer interactions.
• Leads and supervises outbound campaigns, including sales, follow-ups, retention, and customer engagement initiatives.
• Drives teleselling performance motivating agents and ensuring they meet or exceed sales targets.
• Monitors outbound KPIs such as contact rates, conversion rates and productivity.
• Ensures compliance with teleselling scripts, regulatory requirements, and ethical selling standards.
• Delivers regular coaching, performance reviews, and skills development sessions.
• Compiles and submits shift reports, sales performance updates, and operational dashboards.
• Assists in workforce planning, scheduling, and resource optimization.
• Fosters a positive culture that promotes teamwork, customer focus, and high performance.

• Strong knowledge of inbound, outbound, and teleselling processes.
• Demonstrated ability to lead teams and drive performance.
• Excellent communication, coaching and conflict resolution skills.
• Proven ability to meet both service and sales targets.
• Proficiency in Call Centre systems and Microsoft Office tools.
• Strong analytical and reporting skills.

• Bachelor’s degree in business administration, Marketing, Business Management or Accounting/ Finance.