Other Customer Services Jobs

Permanent/Full Time

3 - 5 Years

First Degree

Retail Jobs

Not Specified

Required Qualifications & Experience • Minimum 3–5 years’ experience in a call center or customer service environment • At least 1–2 years’ experience supervising a team • Experience in retail, logistics, telecom, FMCG, or service operations preferred • Strong understanding of KPIs, ticketing systems, and performance tracking • Experience working under high call volume and customer pressure • Proficiency in CRM / ticketing systems and Microsoft Excel • Strong command of English (spoken and written) Behavioral Expectations (Critical) • Strong discipline and follow-up culture • Ability to handle pressure and difficult customers calmly • Zero tolerance for unresolved issues • Clear communication and escalation skills • Results-oriented and accountable mindset • Ability to enforce rules consistently and fairly Working Conditions • Full-time, on-site role • Shift work may apply depending on call center schedule • High accountability and performance pressure

2026-02-28

Role Purpose The Call Center Supervisor is fully accountable for the daily performance, discipline, and effectiveness of the Call Center, ensuring timely handling of customer inquiries, strict follow-up on deliveries and installations, and fast resolution of complaints. This is a hands-on supervisory role, requiring close control of agents, clear KPI ownership, and strong coordination with stores, warehouse, logistics, and installers. The role directly impacts customer satisfaction, sales completion, and brand reputation. Key Accountabilities 1. Call Center Operations & Discipline • Supervise daily call center activities and agent performance • Ensure all calls, tickets, and follow-ups are properly logged and tracked • Enforce attenance, punctuality, shift discipline, and productivity • Ensure zero tolerance for unattended or forgotten customer cases 2. Customer Service & Issue Resolution • Ensure fast and professional handling of: o Sales inquiries o Delivery and installation follow-ups o Complaints and after-sales issues • Ensure every case has: o A clear owner o A defined resolution timeline o Documented closure • Handle escalated customer complaints and ensure closure 3. KPI Management & Reporting • Track, analyze, and report daily, weekly, and monthly KPIs • Take corrective actions when KPIs are not met • Ensure accurate and transparent reporting to Management Core KPIs include: • Call Volume • Average Handling Time (AHT) • First Call Resolution (FCR) • Open / Overdue Cases • Repeat Calls • Customer Satisfaction (CSAT) • Complaint Resolution Time 4. Coordination with Operations • Act as the main coordination point between: o Call Center o Stores o Warehouse o Logistics and Installers • Ensure customer promises match operational reality • Proactively escalate delivery or installation risks before they impact customers 5. Team Leadership & Development • Coach agents on communication skills, product knowledge, and procedures • Identify performance gaps and implement corrective coaching • Recommend disciplinary actions where necessary • Support onboarding and training of new agents Decision Authority Authorized to: • Allocate agent workloads and shifts • Enforce call handling standards and scripts • Resolve customer issues within approved guidelines Requires approval for: • Compensation, refunds, or goodwill gestures beyond approved limits • Process deviations or exceptions Key Performance Indicators (KPIs) The Call Center Supervisor will be evaluated on: • FCR (First Call Resolution) • Backlog / Open Case Ratio • Repeat Call Rate • CSAT and complaint trends • Response and resolution time • Agent productivity and discipline • Escalation rate to management

Spintex

Greater Accra

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