Customer Service Supervisor

Job Title: Customer Service Supervisor Department: Customer Service / Operations Location: Rwanda (Kigali) Reports To: Operations Manager 1. Job Summary The Customer Service Supervisor is responsible for driving performance and ensuring customer satisfaction. The incumbent is expected to consistently provide excellent management to the team, as well as represent customer needs and goals within the organization to ensure the highest level of accuracy and quality. In addition, the Customer Service Supervisor should build relationships with customers and CSE’s to encourage new business opportunities. 2. Key Responsibilities A. Team Leadership and Performance Management • Supervise, coach, and motivate customer service representatives to achieve performance targets. • Monitor attendance, productivity, quality, and customer satisfaction. • Conduct real-time performance reviews, provide feedback, and implement corrective action plans. • Identify skills and knowledge gaps and coordinate appropriate training. • Maintain effective communication between team members, management, and clients. B. Customer Service and Client Management • Ensure timely, professional, and effective resolution of customer inquiries and complaints. • Manage escalations and communicate operational challenges to the Operations Manager. • Maintain strong client relationships and ensure delivery against agreed SLAs. • Gather and analyze customer feedback to identify service improvement opportunities. • Represent client needs internally and ensure expectations are effectively managed. C. Operational Excellence and Process Improvement • Monitor operational systems, workflows, and resource utilization. • Ensure adherence to company policies, procedures, quality standards, and applicable regulations. • Identify operational inefficiencies and implement improvements. • Ensure projects are completed within the agreed scope, timelines, and quality requirements. • Support audit readiness and maintain accurate operational records. D. Project Management • Support the Operations Manager in developing and executing project plans. • Allocate responsibilities, targets, and deadlines to team members. • Monitor project progress and report performance against agreed objectives. • Identify operational risks and resolve issues or escalate them promptly. • Coordinate agent training for assigned projects, including quality control and verification activities where applicable. E. Quality Assurance and Output Management • Conduct quality checks and validate completed work to ensure accuracy and completeness. • Ensure timely submission of deliverables and achievement of productivity targets. • Monitor the effectiveness of training and adjust interventions as needed. • Maintain team readiness across assigned projects and processes. • Apply performance management practices to improve quality and output. F. Risk Management and Compliance • Identify, assess, and mitigate operational risks. • Resolve or escalate critical issues within established timelines. • Protect confidential company, client, and customer information. • Comply with information security policies, ethical standards, and data protection requirements. • Promptly report suspected security incidents, policy violations, or compliance breaches. Requirements 3. Educational and Professional Qualifications • Degree in a relevant field. • Swahili proficiency at C1 level and English proficiency at B2 level. • Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook. • Fluency in both Canadian French and English is highly preferred. Bilingual candidates with strong verbal and written communication skills in both languages will be given preference. 4. Experience Requirements • At least four years of customer service experience. • A minimum of two years in a supervisory or leadership role within a call centre or contact centre environment. • Demonstrated experience managing teams, monitoring KPIs, handling escalations, and improving service quality. • Experience in project coordination, quality assurance, reporting, and staff training. 5. Key Skills and Competencies • Strong leadership, coaching, and team management skills. • Excellent customer service and client relationship management. • Strong communication, interpersonal, and conflict-resolution skills. • Analytical thinking, problem-solving, and decision-making abilities. • Excellent organizational skills and attention to detail. • Ability to manage multiple projects, deadlines, and competing priorities. • Strong understanding of quality assurance and performance management. • High levels of accountability, professionalism, and integrity. 6. Additional Performance Expectations • Achieve 100% completion of assigned projects within the agreed scope and timelines. • Strive for high customer satisfaction and timely resolution of complaints. • Maintain team productive time above 95%, where applicable. • Achieve consistent project quality ratings of 5/5, where this is the applicable client standard. • Mitigate at least 95% of identified risks and resolve or escalate critical issues within 12 hours. 7. Work Environment The role involves extended computer use, reviewing reports, communicating with clients and team members, and coordinating operational activities. The employee may be required to sit for prolonged periods and occasionally stand or walk. Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform essential duties.