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 in the renewable energies sector, we are looking for skilled and competent Contact Center Supervisors to work in Kampala.

Number of Vacancies: 3

Reports to: Manager Contact Center Operations

Direct Report: Team Leaders, Contact Center Agents

Job description

The Contact Center Supervisor will be responsible for supervising, managing, and supporting Contact Center Agents to ensure the operations departmental standards are achieved in order to enhance customer experience. This role requires the development of a customer-focused, high-performance, and high-commitment environment throughout the contact center operations.

Roles and Responsibilities

• Provide hands-on support and guidance to contact center executives to ensure delivery of required customer experience, quality of service, and personal targets
• Conduct coaching and training of contact center executives
• Communicate with d. light, monitor, and maintain performance standards
• Employ continuous improvement practices and identify development needs
• Resolve escalated customer queries and complaints, provide feedback to customers, and document resolution
• Identify opportunities to improve and expand package and service offerings based on customer feedback
• Contribute to the enforcement of processes and procedures and identify areas for improvement
• Collect and analyze statistics to assess team performance
• Continuously assess team training needs and recommend interventions to improve knowledge and skills

Key Performance Indicators (KPIS):

• Learning & Development: Team coaching and mentoring
• Contact Center processes compliance drive
• Customer satisfaction versus target (Net Promoter Score/CES)
• Call productivity at Contact Centre
• Contact Center Metrics (Inbound/Outbound, KYC, Upsell)

Requirements

Qualifications and Experience:

• Bachelor's degree in social sciences or a business-related field
• A focused Contact Centre qualification and/or Diploma in Customer Services Management is an added advantage
• Three years of working experience in a Contact Centre or in the Service Industry with some supervisory level experience
• Experience at technology-oriented service firms, Mobile telephony, BPO contact centers, etc. will be an advantage
• Excellent interpersonal and communication skills with ability to motivate for results
• Dependability, adaptability, multitasking, and strong administrative ability

Knowledge:

• Product and service knowledge
• System knowledge
• Team and performance management
• Contact Centre Industry knowledge (advantageous)
• Market trends and customer knowledge
• Good standard operating procedures knowledge
• Technical knowledge (service supporting experience)

• Provide hands-on support and guidance to contact center executives to ensure delivery of required customer experience, quality of service, and personal targets
• Conduct coaching and training of contact center executives
• Communicate with d. light, monitor, and maintain performance standards
• Employ continuous improvement practices and identify development needs
• Resolve escalated customer queries and complaints, provide feedback to customers, and document resolution
• Identify opportunities to improve and expand package and service offerings based on customer feedback
• Contribute to the enforcement of processes and procedures and identify areas for improvement
• Collect and analyze statistics to assess team performance
• Continuously assess team training needs and recommend interventions to improve knowledge and skills

• Excellent interpersonal and communication skills with ability to motivate for results
• Dependability, adaptability, multitasking, and strong administrative ability
• Product and service knowledge
• System knowledge
• Team and performance management
• Contact Centre Industry knowledge (advantageous)
• Market trends and customer knowledge
• Good standard operating procedures knowledge
• Technical knowledge (service supporting experience)

• Bachelor's degree in social sciences or a business-related field
• A focused Contact Centre qualification and/or Diploma in Customer Services Management is an added advantage