CONTACT CENTER SUPERVISOR Job at d.light Uganda

CONTACT CENTER SUPERVISOR Job

Work Hours: Full-time, 08 hours per day

Salary: Attractive

Job Deadline: 25 May 2026

Number of Jobs: 01

Hiring Entity: d.light Uganda

d.light Uganda

Location: In Uganda

Job Details:

About This Job:

Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.

On behalf of our client D.Light, we are looking for skilled and competent Contact Center Supervisors to work in Kampala.

Number of Vacancies: 3

Reports to: Manager Contact Center Operations

Direct Report: Team Leaders, Contact Center Agents

Job description

The Contact Center Supervisor will be responsible for supervising, managing, and supporting Contact Center Agents to ensure the operations departmental standards are achieved in order to enhance customer experience. This role requires the development of a customer-focused, high-performance, and high-commitment environment throughout the contact center operations.

Roles and Responsibilities

Provide hands-on support and guidance to contact center executives to ensure delivery of required customer experience, quality of service, and personal targets
Conduct coaching and training of contact center executives
Communicate with d. light, monitor, and maintain performance standards
Employ continuous improvement practices and identify development needs
Resolve escalated customer queries and complaints, provide feedback to customers, and document resolution
Identify opportunities to improve and expand package and service offerings based on customer feedback
Contribute to the enforcement of processes and procedures and identify areas for improvement
Collect and analyze statistics to assess team performance
Continuously assess team training needs and recommend interventions to improve knowledge and skills

Key Performance Indicators (KPIS):

Learning & Development: Team coaching and mentoring
Contact Center processes compliance drive
Customer satisfaction versus target (Net Promoter Score/CES)
Call productivity at Contact Centre
Contact Center Metrics (Inbound/Outbound, KYC, Upsell)

Qualifications and Experience:

Bachelor’s degree in social sciences or a business-related field
A focused Contact Centre qualification and/or Diploma in Customer Services Management is an added advantage
Three years of working experience in a Contact Centre or in the Service Industry with some supervisory level experience
Experience at technology-oriented service firms, Mobile telephony, BPO contact centers, etc. will be an advantage
Excellent interpersonal and communication skills with ability to motivate for results
Dependability, adaptability, multitasking, and strong administrative ability

Knowledge: