QSSU-DL-CCS- CONTACT CENTER SUPERVISOR
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Job Summary
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)
Qualifications and Experience:
Bachelors 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 Thursday 28th May 2026
Only shortlisted applicants will be contacted.
Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO DISQUALIFICATION.
Required Skills:
Qualifications and Experience: Bachelors degree in social sciences or a business-related field Additional focused Call Centre qualification and Diploma in Customer Services Management is an added advantage 3 years of working experience in the Call Centre or in the Service Industry Experience at technology-oriented service firms such as Mobile telephony and BPO call centers is an added advantage Excellent interpersonal skills Ability to motivate to produce results Excellent oral and written communication skills Dependability Multitasking. All candidates who meet the criteria outlined above are encouraged to apply under the job vacancy QSSU-DL-KQA- KYC & QUALITY ANALYST Note The deadline for applications is not later than 08:00 am Monday 25th May 2026 Application link: Only shortlisted applicants will be contacted. Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO DISQUALIFICATION.
