Call Center Supervisor (Up to Senior Officer)

Bachelor’s degree in Business Administration (Marketing preferred) or a related discipline from a recognized university.

Professional training or certification in Customer Service or Call Center Operations will be an added advantage.

Minimum 2–4 years of experience in call center or customer service operations, preferably in banking or financial services.

At least 1–2 years of experience in a supervisory or team lead role is preferred.

Practical knowledge of banking products, customer service standards, and call center technologies.

Supervise day-to-day call center operations, ensuring smooth handling of inbound and outbound customer calls.

Monitor agent performance against defined KPIs such as service level, call quality, productivity, and customer satisfaction.

Provide real-time support, coaching, and guidance to call center agents to improve service quality and efficiency.

Ensure compliance with bank policies, SOPs, regulatory guidelines, and information security requirements.

Handle escalated customer complaints and ensure timely and effective resolution.

Conduct regular call monitoring, quality assessments, and feedback sessions with agents.

Assist in staff scheduling, attendance monitoring, and workforce management to ensure adequate coverage.

Coordinate with other departments (Cards, Operations, ICT, Compliance, and Retail Banking) for issue resolution and service continuity.

Prepare daily, weekly, and monthly MIS reports and submit performance updates to management.

Support training, onboarding, and continuous development of call center agents.