Job Description

Position Overview

The Call Center Supervisor is responsible for leading a team of call center agents to ensure the delivery of exceptional customer service and efficient call handling. This role is central to maintaining service quality, driving team performance, and resolving customer escalations. The supervisor acts as both a team leader and a liaison between agents and senior management, ensuring organizational goals are met while fostering a supportive and productive work environment.

Key Responsibilities

Monitor individual and team performance through call reviews, live monitoring, and performance metrics.
Supervise daily operations and support agents in handling calls and resolving customer issues.
Conduct regular coaching and feedback sessions to enhance agent performance and development.
Lead daily team briefings to share updates on products, policies, and company news.
Ensure adherence to service quality standards and customer satisfaction targets.
Address escalated customer concerns with professionalism and efficiency.
Oversee attendance tracking and adherence to shift schedules.
Assist in onboarding, training, and evaluating new team members.
Collaborate with management to report progress, trends, and areas for improvement.

Key Skills

Excellent communication and interpersonal skills.
Proficient in call center tools and customer relationship management (CRM) systems.
Analytical mindset with problem-solving and decision-making capabilities.
Commitment to customer service excellence and continuous improvement.

Requirements

Required Qualifications & Experience

HND or Bachelor's degree in Communications, Business Administration, or a related field.
Professional certifications in Customer Service or Contact Center Management (preferred).
Proficiency in Microsoft Office Suite and CRM/workforce management tools (e.g., Salesforce, Zendesk, NICE).
2–3 years of experience in a call center environment.
At least 1–2 years in a supervisory or team leadership role.
Demonstrated success in coaching, quality assurance, and service delivery.
Experience in agent training, onboarding, and performance reporting.

Benefits

What We Offer

A dynamic and purpose-driven work environment.
Opportunity to contribute directly to strategic outcomes.
Professional development and growth within a forward-thinking organisation.
Competitive salary package and benefits.

About Aifa Consulting

Aifa Consulting is a people and strategy consulting firm that specialises in supporting emerging companies and evolving businesses to navigate foundational and complex transitions such as people analytics integration, technological and generational shifts, cultural transformations, and organisational restructuring.

With a firm belief in the power of human capital as an investment for forward-looking organisations, Aifa Consulting offers a comprehensive range of services, including ISO 30414 Training & Conformity Assessment, OKR Training & Implementation, Coaching & Leadership Development, Employer Branding, Organisational Design & Restructuring, and Change Management.

Vision

To become a globally recognised partner in people and strategy consulting, renowned for delivering transformative strategies that empower emerging companies and evolving businesses to achieve unprecedented growth, innovation, and sustainable success.

Mission

To transform potential into performance by fostering collaborative, high-performance environments where the fundamental alignment of people and strategy drives exceptional outcomes, ensuring every organisation we partner with is equipped to thrive in a dynamic global landscape.

Industry

Consulting & Advisory

Company Size

1-10 employees

Headquarters

Unknown

Year Founded

Unknown

Website

aifaconsulting.co

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