Call Centre Supervisor

Job Description

Role Purpose and Key Responsibilities

Role purpose:

• To supervise and drive performance of the Digital Care & Social Media team, ensuring timely, professional, and consistent handling of customer interactions across all digital and social media platforms (e.g., Email, SMS, WhatsApp, Facebook, X, Instagram, App).
• The role ensures delivery of high-quality customer experience, adherence to SLAs/KPIs, operational discipline, and continuous improvement of digital and social media engagement.

Key accountabilities and decision ownership:

• Drive daily digital and social media operations ensuring SLA adherence, queue management, and timely resolution of customer queries
• Lead team performance and quality, including coaching, monitoring KPIs, and improving NPS
• Manage digital and social media channels ensuring proper case handling, tagging, and backlog control
• Handle escalations and critical customer issues, ensuring fast and effective resolution
• Partner with internal teams and vendors to resolve system/process gaps and improve customer experience
• Analyze performance data and trends to drive continuous improvement and operational efficiency
• Ensure compliance with SOPs, data privacy, and regulatory standards

Qualifications, Competencies, Knowledge and Experience

• Bachelor’s degree in business administration, Communications, or related field
• 2 years’ experience in call center, digital and social media customer care operations
• 1-2 years in a supervisory or team leader role
• Strong product and service knowledge within telecom/customer service environment
• Ability to lead, motivate, and develop social media and digital care advisors
• Strong understanding of digital and social media platforms
• Ability to manage customer sentiment and improve NPS
• Data-driven mindset for performance tracking and decision-making
• Excellent written communication for effective digital and social media engagement
• Understanding of KPIs, SLAs, and call center processes