Call Centre Supervisor

## Role Purpose and Key Responsibilities Role purpose: * To supervise and drive performance of the Digital Care & Social Media team, ensuring timely, professional, and consistent handling of customer interactions across all digital and social media platforms (e.g., Email, SMS, WhatsApp, Facebook, X, Instagram, App). * The role ensures delivery of high-quality customer experience, adherence to SLAs/KPIs, operational discipline, and continuous improvement of digital and social media engagement. Key accountabilities and decision ownership: * Drive daily digital and social media operations ensuring SLA adherence, queue management, and timely resolution of customer queries * Lead team performance and quality, including coaching, monitoring KPIs, and improving NPS * Manage digital and social media channels ensuring proper case handling, tagging, and backlog control * Handle escalations and critical customer issues, ensuring fast and effective resolution * Partner with internal teams and vendors to resolve system/process gaps and improve customer experience * Analyze performance data and trends to drive continuous improvement and operational efficiency * Ensure compliance with SOPs, data privacy, and regulatory standards ## Qualifications, Competencies, Knowledge and Experience * Bachelor’s degree in business administration, Communications, or related field * 2 years’ experience in call center, digital and social media customer care operations * 1-2 years in a supervisory or team leader role * Strong product and service knowledge within telecom/customer service environment * Ability to lead, motivate, and develop social media and digital care advisors * Strong understanding of digital and social media platforms * Ability to manage customer sentiment and improve NPS * Data-driven mindset for performance tracking and decision-making * Excellent written communication for effective digital and social media engagement * Understanding of KPIs, SLAs, and call center processes