Customer Service Supervisor

About the role

Career Directions Limited (CDL) is hiring a Customer Service Supervisor in Kigali, Rwanda, reporting to the Operations Manager. The role drives performance and ensures customer satisfaction by managing the team, representing customer needs within the organization and building relationships with customers and clients to open up new business opportunities.

Key responsibilities

• Supervise, coach and motivate customer service representatives, monitor attendance, productivity, quality and customer satisfaction, run real-time performance reviews and coordinate training.
• Resolve customer inquiries and complaints professionally, manage escalations, keep clients on track with their SLAs and analyse customer feedback.
• Monitor workflows and resources, ensure adherence to policies, quality standards and regulations, support audit readiness and maintain accurate records.
• Support the Operations Manager with project plans, allocate targets and deadlines, track progress, identify risks and coordinate agent training and quality control.
• Check completed work for accuracy and completeness, ensure deliverables are submitted on time and apply performance management practices.
• Identify and mitigate operational risks, protect confidential information and comply with information security and data protection requirements.

Required profile

• Degree in a relevant field.
• Swahili at C1 level and English at B2 level; fluency in both Canadian French and English is highly preferred.
• At least four years of customer service experience.
• At least two years in a supervisory or leadership role in a call centre or contact centre.
• Experience managing teams, monitoring KPIs, handling escalations, improving service quality, and in project coordination, quality assurance, reporting and staff training.

Required skills

• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Strong leadership, coaching, communication, conflict resolution and analytical skills.
• Ability to manage multiple projects, deadlines and competing priorities.