F77 Botswana 283
Job Title: Call Center Supervisor
Position: Call Center Supervisor
Location: Gaborone, Botswana
Employer: Confidential (through Freedom 77 Recruitment)
Employment Type: Full-Time
Industry: Customer Service
Salary Guide: BWP 7,000 – 10,000 gross per month + benefits
Positions Available: 1
Important Note: Please ensure your CV is not scanned. Only Microsoft Word documents or original PDF versions will be accepted.
Job Description:
The Call Center Supervisor will be responsible for overseeing the overall operations of the Call Centre within the customer service sector. The successful candidate will supervise a team of approximately 20 customer call centre operatives, ensuring efficient service delivery, achievement of departmental performance targets, strong staff performance, quality standards, and continuous improvement.
The role also requires ensuring compliance with company policies, procedures, regulatory requirements, and service standards. The position reports directly to the Call Center Manager and indirectly to the CEO.
Key Responsibilities:
Operational Management
- Oversee the day-to-day operations of the Call Centre to ensure efficient service delivery.
- Monitor service levels, call volumes, and operational performance against agreed Key Performance Indicators (KPIs).
- Ensure adequate staffing and effective workforce scheduling to meet operational demands.
- Coordinate daily operational activities to ensure business continuity and service excellence.
- Ensure compliance with established operational procedures and service standards.
Leadership & People Management
- Lead, motivate, and supervise Team Leaders and Call Centre staff to achieve departmental objectives.
- Establish clear performance expectations and monitor employee productivity.
- Conduct performance reviews and provide coaching, mentoring, and development opportunities.
- Identify training needs and facilitate employee development programmes.
- Foster a positive, professional, and high-performance working environment.
Customer Service & Escalation Management
- Ensure exceptional customer service is consistently delivered across all Call Centre operations.
- Manage complex customer complaints and escalations requiring supervisory intervention.
- Liaise with internal departments to ensure timely resolution of customer issues.
- Monitor customer satisfaction levels and implement service improvement initiatives.
Performance Monitoring & Reporting
- Analyse operational reports and performance trends to identify opportunities for improvement.
- Prepare daily, weekly, and monthly management reports on departmental performance.
- Monitor departmental KPIs including productivity, service levels, quality scores, response times, and customer satisfaction.
- Present operational performance updates and recommendations to senior management.
Quality Assurance & Compliance
- Ensure compliance with company policies, standard operating procedures, regulatory requirements, and quality standards.
- Collaborate with the Quality Assurance Officer to improve service quality and operational effectiveness.
- Review quality audit findings and implement corrective and preventive actions.
- Ensure accurate documentation, records management, and data integrity.
Resource Planning & Workforce Management
- Identify opportunities to improve operational processes and customer experience.
- Implement initiatives that improve efficiency, productivity, and service quality.
- Participate in the development and review of policies, procedures, and service standards.
- Support organisational initiatives aimed at improving customer satisfaction and operational excellence.
Health, Safety & Risk Management
- Promote compliance with occupational health and safety requirements.
- Ensure business continuity and operational risk controls are maintained.
- Investigate operational incidents and implement corrective actions where required.
- Ensure confidentiality of customer information and compliance with data protection requirements.
Required Qualifications:
- Bachelor’s degree in Business Administration, Business Management, Customer Service Management, Operations Management, or a related field.
- Minimum 5 years’ experience in a Call Centre or Customer Service environment.
- At least 3 years’ experience in a supervisory or management position will be an added advantage.
- Experience leading customer service teams and supervising call centre operatives.
Preferred Qualifications:
- Diploma in Call Centre Operations or Contact Centre Management will be an added advantage.
- Leadership or Supervisory Management training is desirable.
Skills:
- Strong leadership and people management skills.
- Excellent communication and interpersonal skills.
- Strong customer service orientation.
- Excellent coaching, mentoring, and employee development skills.
- Strong analytical and problem-solving abilities.
- Sound decision-making and conflict resolution skills.
- Excellent planning, organisational, and time management skills.
- Strong report writing and presentation skills.
- High level of professionalism, integrity, and accountability.
- Computer literacy with proficiency in Microsoft Office and Call Centre Management Systems.
- Ability to work under pressure and manage multiple priorities.
- Knowledge of quality management systems and customer service best practices.
Relevant Experience:
- Previous experience managing Call Centre operations and service delivery.
- Experience monitoring KPIs, service levels, quality scores, response times, and customer satisfaction.
- Experience supervising Team Leaders, Quality Assurance staff, and Call Centre Agents.
- Experience handling escalations, performance management, reporting, compliance, and process improvement.
Application Deadline: This job is open for applications until further notice.
How to Apply:
- We only accept applications done via our online Job Portal.
- Applications done via email will automatically be rejected.
- Simply Upload your Cover Letter and CV on our Job Portal.
- No need to upload Certifications or References. (we will request them at a later stage before you attend the interview)
Contact Information:
- Website: www.freedom77.org
- Email: info@freedom77.org
- We only accept applications done via our online Job Portal.
Disclaimer:
Applying for this job does not guarantee placement nor does it guarantee placement of the specific job post applied for.
This job position has previously been requested in the job market.
Please log in/register via our website and apply for this job if interested.
We will keep you posted if you are successful to be invited for an initial interview.
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