QSSU-DL-CCS-
CONTACT CENTER
SUPERVISOR

(FO Technical Assistant

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)

All candidates who meet the criteria outlined above are encouraged to
apply under the job vacancy
“QSSU-DL-CCS-
CONTACT
CENTER SUPERVISOR”

Note
The deadline for applications is not later than
08:00 am Tuesday 26
th
May, 2026