Customer Care Supervisor - Call Centre
Kampala (Watu Call Centre), Uganda
Full Time
Mid Level
WE ARE HIRING!!!!JOIN OUR TEAM
Are you a Customer Centric Professional looking for the next challenge? We are on the lookout for a Customer Care Supervisor at our Call Centre to direct, manage and monitor the Team’s performance.
POSITION SUMMARY
JOB TITTLE; CUSTOMER CARE SUPERVISOR
DEPARTMENT; CUSTOMER CARE
REPORTS TO; CUSTOMER SERVICE MANAGER
DUTY STATION; CALL CENTRE
Role Summary; Customer Care Supervisor role entails supervising, guiding and training customer care teams in resolving different customer queries/challenges as they emerge in a timely and professional manner.
Key Duties and Responsibilities;
- Representing Watu Credit Ltd and implementing the Company’s Customer Care plan within the assigned mandate.
- Train, coach, and mentor call center officers on work procedures including but not limited call quality standards, product knowledge, processes and how to address customer questions and complaints
- Resolve escalated complaints and queries, and follow up on pending issues with other departments raised from the Call center representatives.
- Monitor performance of the call center officers against set targets for key metrics and identify and implement approaches to continuously improve efficiency, productivity, and customer experience
- Answer call center officers’ questions, guide them through difficult calls or issues
- Provide support during escalation and take over difficult customer calls when needed
- Assist with induction training for the new customer care recruits.
- Devise creative ways to keep the call center officers motivated
- Arrange weekly schedules and plans, monitor team's attendance/performance on spot checks.
- Conduct performance reviews/appraisals for the customer care representatives
- Identify training needs and ensure team members obtain the appropriate training and support
- Generate and share detailed weekly/monthly reports about the team's performance with the manager
- Make follow-up calls to customers who have questions or concerns related to their acquisition experience or product use and when problems arise on customer accounts
- Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem
- Identifying customer needs, researching, and analyzing market trends, pricing schedules, competitor products, and other relevant information
- Understand and strive the Call center team to meet or exceed Call Center metrics while providing excellent and consistent customer service
- Take part in training the Customer care and other learning opportunities to expand their knowledge of the company and position
- Provide feedback on the efficiency of the customer service process to the call center team and the company
- Fulfill any other tasks given or approved by management that is work-related and aimed towards company's goals and targets
- The Ideal candidate Must be a holder of a Bachelor’s degree/ Diploma in any related field with knowledge and relevant work experience of not less than five (5) years working experience in the call centre or Customer related role
- Excellent communication and interpersonal skills.
- Leadership and analytical skills.
- Strong organizational and multitasking abilities.
- Proficiency in computer applications and software for data entry and scheduling.
- Ability to handle inquiries and concerns with patience and professionalism.
- Attention to detail and a commitment to accuracy.
- Problem-solving skills and a proactive approach to customer service.
- Team player with a customer-centric mindset.
- Multitasking and time-management skills, with the ability to prioritize tasks.
- Superior written and verbal communication skills
- Well-developed computer skills, including proven ability to use google sheets and company systems
- Reporting skills and deadline-driven
Mode of Application;
All suitably qualified and interested candidates should send their updated CVs the link that will be provided https://20201026125647_lpqnokfdwcfrobmw.applytojob.com/apply/xz3Ddsnwa9/Customer-Care-Supervisor-Call-Centre
Deadline for Submission; Monday 21st June 2025 & female Candidates are strongly encouraged to apply
Note: Only shortlisted candidates will be contacted. Any efforts to influence the recruitment process will lead to automatic disqualification.
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