Vaga Para Supervisor de Call Center (m/f)

Emprego Moçambique Tipo de contratoTodos os tipos Data início da jornada– Detalhes da oferta Descrição da oferta, jornada de trabalho e responsabilidades The Call Center Supervisor is responsible for overseeing daily call center operations, ensuring high-quality customer service, operational efficiency, and compliance with internal policies and service standards. This role involves supervising agents, monitoring performance, handling escalations, and ensuring that customer interactions align with the company’s Digital’s service excellence and regulatory requirements. ResponsabilidadesConduct regular performance reviews, one-on-one meetings, and provide constructive feedback for agent developmentMonitor attendance, schedule adherence, and manage daily staffing to ensure optimal coverage for all channelsEnsure all customer interactions meet the company’s service excellence standards and comply with relevant regulatory requirements, particularly in the financial or telecom sectorsOversee the daily operations of the call center, ensuring efficient handling of inquiries, complaints, and requestsAct as the primary point of escalation for complex customer complaints or technical issues that agents cannot resolveCommunicate effectively with other departments (e.g., technical support, marketing, finance) to resolve customer issues and provide feedback from the frontline. Processo de seleção/Requisitos Pessoais Minimum of 3 years of experience in call centers, with at least 1 year in supervisory rolesExperience working in structured service environments, preferably within financial services, banking, or telecommunicationsPractical experience using CRM systems to manage customer interactions, cases, and follow-upsHabilidades e ExperiênciaKnowledge of customer service tools and CRMUnderstanding of performance metrics and reporting• Ability to supervise multi-channel support environments (voice, email, chat, WhatsApp, etc.)Strong leadership and people management skillsHigh level of empathy and excellent communication abilitiesEffective conflict resolution and escalation managementStrong organizational and time-management skillsResults-driven mindset with focus on continuous improvementAbility to motivate teams and maintain high morale under pressure. Candidatura Como se candidatar Para se candidatar a esta vaga visite Endereço da companhia ID da oferta: #11272,Publicado: minuto atrás, Empresa registrada: 5 anos atrás