Call Centre Supervisor

Key Accountabilities

• Call Center Operations & Discipline
• Supervise daily call center activities and agent performance
• Ensure all calls, tickets, and follow-ups are properly logged and tracked
• Enforce attendance, punctuality, shift discipline, and productivity
• Ensure zero tolerance for unattended or forgotten customer cases
• Customer Service & Issue Resolution
• Ensure fast and professional handling of Sales inquiries
• Delivery and installation follow-ups
• Complaints and after-sales issues
• Ensure every case has a clear owner
• A defined resolution timeline
• Documented closure
• Handle escalated customer complaints and ensure closure
• KPI Management Reporting
• Track, analyze, and report daily, weekly, and monthly KPIs
• Take corrective actions when KPIs are not met
• Ensure accurate and transparent reporting to Management
• Core KPIs include Call Volume
• Average Handling Time (AHT)
• First Call Resolution (FCR)
• Open / Overdue Cases
• Repeat Calls
• Customer Satisfaction (CSAT)
• Complaint Resolution Time
• Coordination with Operations
• Act as the main coordination point between Call Center, Stores, Warehouse, Logistics and Installers
• Ensure customer promises match operational reality
• Proactively escalate delivery or installation risks before they impact customers

Team Leadership Development

• Coach agents on communication skills, product knowledge, and procedures
• Identify performance gaps and implement corrective coaching
• Recommend disciplinary actions where necessary
• Support onboarding and training of new agents
• Decision Authority
• Authorized to allocate agent workloads and shifts
• Enforce call handling standards and scripts
• Resolve customer issues within approved guidelines
• Requires approval for Compensation, refunds, or goodwill gestures beyond approved limits
• Process deviations or exceptions

Key Performance Indicators (KPIs)

• The Call Center Supervisor will be evaluated on FCR (First Call Resolution)
• Backlog / Open Case Ratio
• Repeat Call Rate
• CSAT and complaint trends
• Response and resolution time
• Agent productivity and discipline
• Escalation rate to management

Required Qualifications & Experience

• Minimum 3–5 years’ experience in a call center or customer service environment
• At least 1–2 years’ experience supervising a team
• Experience in retail, logistics, telecom, FMCG, or service operations preferred
• Strong understanding of KPIs, ticketing systems, and performance tracking
• Experience working under high call volume and customer pressure
• Proficiency in CRM / ticketing systems and Microsoft Excel
• Strong command of English (spoken and written)

Behavioral Expectations (Critical)

• Strong discipline and follow-up culture
• Ability to handle pressure and difficult customers calmly
• Zero tolerance for unresolved issues
• Clear communication and escalation skills
• Results-oriented and accountable mindset
• Ability to enforce rules consistently and fairly

Working Conditions

• Full-time, on-site role
• Shift work may apply depending on call center schedule
• High accountability and performance pressure

Salary: Attractive

Location: Accra