Job Purpose

The job holder will be responsible for direct supervision of Contact Centre operations; improving systems and processes and effectively managing staff within the Contact Centre unit with an aim of achieving top notch customer experience. 

Key Performance Areas 

• Maintain Contact Centre quality standards by ensuring that KRA’s agreed business service levels for the various services are met.


• Spearhead continuous development and revision of materials such as Scripts, FAQs, and training manuals for the Contact Centre.  


• Support and give accurate feedback on new or existing services to Customer Service Advisors (CSAs) to ensure that customers are provided with accurate information regarding all services.


• Directly handle issues that cannot be handled at the frontline line by tracking escalation for resolution of any new or challenging issues.


• Actively participate in service storming sessions and ensure that all staff are capable of handling all types of channel interactions.


• Monitor customer service performance on the CSAs and the operations team by generating, compiling and submitting relevant statistics and KPI reports on performance & productivity.


• Ensure monthly performance discussions are held with all CSAs to enable them continuously improve.


• Ensure that control lapses, processes and system issues are identified in time and all significant risks are escalated and resolved in a timely manner to avoid service delivery disruptions.


• Maintain a conducive working environment in the unit and ensure that control lapses are identified and mitigation measures put in place.


• Map the need for training and onboarding programs and initiate implementation of these programs.

Minimum Requirements 

• A Bachelor’s Degree in Communication or any other related field.


• A minimum of four (4) years’ experience of which one (1) should be at Supervisory Level in Contact Centre/ Customer Service Field.


• In-depth knowledge of customer service principles and practices as well as customer service software, databases, CRM tools and call centre equipment/software programs and proficiency in Excel.


• Outstanding verbal, written, and interpersonal communication skills.


• Excellent organizational and leadership skills with a problem-solving ability.


• Highly detail-oriented and highly advanced in data analytics.


• Possess a high sense of integrity and confidentiality, self-driven, and able to work under minimum supervision.