Main Responsibilities of the Job
• Supervise and lead a team of call centre agents to ensure efficient and effective
handling of customer inquiries, issues, and requests.
• Provide coaching, guidance, and feedback to agents to ensure high performance and
adherence to service standards.
• Conduct regular team meetings to discuss updates, challenges, and performance
goals.
• Motivate team members to achieve and exceed performance targets, maintaining a
positive and productive work environment.
• Track and report on team performance, including identifying trends, areas for
improvement, and implementing corrective actions, as necessary.

• Prepare and present regular performance reports to management, highlighting key
achievements and challenges.
• Conduct regular quality assurance checks on calls, ensuring compliance with
company policies and procedures.
• Identify training needs and organize training sessions to improve team performance
and enhance customer service.
• Oversee the resolution of escalated customer issues and ensure prompt, effective
solutions.
• Function as a liaison between customers and the company to resolve complaints,
feedback, and inquiries in a timely manner.
• Identify recurring issues or gaps in service and collaborate with other departments to
implement solutions.
• Manage complex or unusual situations by effectively managing resources, addressing
concerns, and implementing changes where necessary.
• Ensure that all call centre operations comply with company policies, industry
regulations, and legal requirements.
• Prepare and submit compliance reports & other required documentation to
management.
• Foster open lines of communication within the call centre team to encourage
collaboration, sharing of best practice and problem-solving.

Professional, academic qualifications and experience
• Bachelor’s degree in business administration, Communications, Customer
Service, or a related field or Higher Learning Diploma (HLD) or associate degree in
a relevant area.
• Call Centre Management Certification (e.g., Certified Call Centre Manager) would
be an asset.
• 2-3years of experience in call centre operations, with at least 1-2 years in a
supervisory role.
• Proven experience in team leadership, performance management, and/ or
coaching within a customer service environment.
• Excellent communication skills (both written and verbal in English and
Kinyarwanda. French is an added advantage) to interact effectively with customers
and team members.