Call Center Supervisor
2025-04-10T07:40:10+00:00
Silver-Dean Group
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https://www.silver-deangroup.co.ke/
FULL_TIME
d.light Uganda Limited, Plot 32 Hill Lane – Kololo, Kampala, Uganda
Kololo
Kampala
00256
Uganda
Business Management and Administration
Admin & Office
2025-04-14T17:00:00+00:00
Uganda
8
Job Description:
We are seeking a proactive and results-oriented Call Center Supervisor to manage our Customer Service team.
Key Responsibilities:
- Manage the daily operations of the Call Center, ensuring that company policies, quality standards, and service level agreements are met.
- Monitor and evaluate agent performance, providing coaching, support, and targeted training to enhance productivity and effectiveness.
- Handle escalated customer issues, including Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) cases.
- Ensure compliance with industry regulations, data protection policies, and internal risk management procedures.
- Analyze performance metrics to identify trends, optimize workflows, and recommend process improvements.
- Work in conjunction with departments such as Quality Assurance, Compliance, and IT to ensure efficient workflows and timely issue resolution.
- Prepare and present reports outlining team performance, customer satisfaction metrics, and significant operational insights.
Job Requirements:
- A bachelor’s degree in Business Administration, Communications, or a similar discipline.
- Experience in a leadership position within a call center setting is a plus.
- Strong skills in leadership and people management, with a proven history of achieving team success.
- Excellent capabilities in problem-solving, analytical thinking, and decision-making.
- Ability to thrive in a fast-paced environment while upholding high standards of service quality.
- Familiarity with call center software, CRM systems, and reporting tools is an added plus.
Manage the daily operations of the Call Center, ensuring that company policies, quality standards, and service level agreements are met. Monitor and evaluate agent performance, providing coaching, support, and targeted training to enhance productivity and effectiveness. Handle escalated customer issues, including Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) cases. Ensure compliance with industry regulations, data protection policies, and internal risk management procedures. Analyze performance metrics to identify trends, optimize workflows, and recommend process improvements. Work in conjunction with departments such as Quality Assurance, Compliance, and IT to ensure efficient workflows and timely issue resolution. Prepare and present reports outlining team performance, customer satisfaction metrics, and significant operational insights.
A bachelor’s degree in Business Administration, Communications, or a similar discipline. Experience in a leadership position within a call center setting is a plus. Strong skills in leadership and people management, with a proven history of achieving team success. Excellent capabilities in problem-solving, analytical thinking, and decision-making. Ability to thrive in a fast-paced environment while upholding high standards of service quality. Familiarity with call center software, CRM systems, and reporting tools is an added plus.
JOB-67f775dab9e48
Vacancy title:
Call Center Supervisor
[Type: FULL_TIME, Industry: Business Management and Administration, Category: Admin & Office]
Jobs at:
Silver-Dean Group
Deadline of this Job:
Monday, April 14 2025
Duty Station:
d.light Uganda Limited, Plot 32 Hill Lane – Kololo, Kampala, Uganda | Kololo | Kampala | Uganda
Summary
Date Posted: Thursday, April 10 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Job Description:
We are seeking a proactive and results-oriented Call Center Supervisor to manage our Customer Service team.
Key Responsibilities:
- Manage the daily operations of the Call Center, ensuring that company policies, quality standards, and service level agreements are met.
- Monitor and evaluate agent performance, providing coaching, support, and targeted training to enhance productivity and effectiveness.
- Handle escalated customer issues, including Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) cases.
- Ensure compliance with industry regulations, data protection policies, and internal risk management procedures.
- Analyze performance metrics to identify trends, optimize workflows, and recommend process improvements.
- Work in conjunction with departments such as Quality Assurance, Compliance, and IT to ensure efficient workflows and timely issue resolution.
- Prepare and present reports outlining team performance, customer satisfaction metrics, and significant operational insights.
Job Requirements:
- A bachelor’s degree in Business Administration, Communications, or a similar discipline.
- Experience in a leadership position within a call center setting is a plus.
- Strong skills in leadership and people management, with a proven history of achieving team success.
- Excellent capabilities in problem-solving, analytical thinking, and decision-making.
- Ability to thrive in a fast-paced environment while upholding high standards of service quality.
- Familiarity with call center software, CRM systems, and reporting tools is an added plus.
Work Hours: 8
Experience in Months: 24
Level of Education: bachelor degree
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