Summary
Date Posted: Friday, April 28 2023, Base Salary: Not Disclosed

JOB DETAILS:

About This Job:
Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.
On behalf of our client, we are looking for a competent, skilled, and experienced Call Centre Supervisor to work in Uganda.

JOB PURPOSE
The Call Center supervisor controls, advises and supervises a team of customer advisors. The role holder will be responsible for the missions entrusted to it and their proper implementation. The supervisor oversees the planning, the organization of tasks, phone calls and ensures the achievement of set objectives. The supervisor motivates the call center agents and ensures compliance with the rules of conduct. The supervisor is responsible for analyzing the quality of the service by setting up statistical tools (average call time, problem resolution, etc.).

DUTIES AND RESPONSIBILITIES
1. Monitor inbound and outbound calls operations and handle customer requests and complaints across all channels (calls, social network, shops).
2. Implement the service strategy through the management of efficient Call Centre operations, building and maintaining skilled resources in the provision of customer services and tele sales.
3. Monitor the timeous and efficient provision of customer services for inbound service response and telesales.
4. Review and approve the monthly roster.
5. Oversee the identification and provision of training and coaching interventions to maximize customer service.
6. Attending to escalated matters of a technical nature and liaising with another Department to solve customer issues.
7. Participate in weekly and monthly Call Centre team meetings to monitor services provided and sales targets and identify and resolve operational problems.
8. Identify and assess risks to the business and formulate risk mitigating strategies for servicing management.
9. Keep abreast of best practice for Call Centre Management.
10. Produce daily, weekly, and monthly reports on customer service activity.
11. Participate in the drafting and updating of scripts and telephone pitches.
12. Participate in the drafting of procedures and ensure that teams apply them.
13. Conduct satisfaction surveys, maintain ongoing communication with customers.
14. Measure the performance indicators of the service (number of calls handled, average call time, resolved at the first time, …), study the results and adjust.
15. Management of APSO & SMS communication campaigns
16. Maintain an up-to-date database of customer contacts for communication purposes and Reporting

Qualifications & Experience
1. Mandatory Requirements
2. A Bachelor’s Degree in any field.
3. Minimum of 2 years of call center experience with supervisory skills required.
4. Perfect control of customer relations by phone
5. Knowledge of Computer Networks and Telecom.
6. Con birth of basic computer tools (Office suite, Internet, messaging…)
7. Fluency in English

Technical and behavioral skills:
1. Customer oriented, result
2. Ability to resist stress (in the face of aggressiveness and impatience of some clients)
3. Profitability
4. Interpersonal skills
5. Communication skills (oral and written) and very good interpersonal skills.
6. Listening, sense of contact and customer satisfaction
7. Autonomy, initiative, sense of organization and priorities
8. Rigor, taste for analysis, synthesis, and manipulation of tools
9. Ability to read and analyze data and come up with solutions and recommendations to management.
10. Analytical skills
11. Relationship management skills



Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

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