Call Centre Supervisor

Role overview

This position is responsible for leading the Digital Care and Social Media team so that customer conversations are handled promptly, professionally, and consistently across email, SMS, WhatsApp, Facebook, X, Instagram, and the app. The focus is on delivering an excellent customer experience, meeting service targets, maintaining operational discipline, and continuously improving digital customer engagement.

Key responsibilities

• Oversee day-to-day digital and social media operations, ensuring service levels are met, queues are managed effectively, and customer requests are resolved within expected timelines.
• Guide team output and quality by coaching advisors, tracking performance indicators, and working to improve customer satisfaction scores.
• Administer digital and social channels by ensuring cases are correctly handled, categorized, and kept under control to prevent backlog build-up.
• Resolve escalated and sensitive customer matters quickly and effectively.
• Work closely with internal departments and external partners to close system or process gaps and enhance the customer experience.
• Review performance reports and trends to identify improvement opportunities and increase operational efficiency.
• Maintain compliance with standard operating procedures, data protection expectations, and applicable regulatory requirements.

Qualifications, experience, and competencies

• A bachelor’s degree in Business Administration, Communications, or a related discipline is required.
• At least 2 years of experience in call centre operations or digital/social media customer care is expected.
• Previous supervisory or team lead experience of 1 to 2 years is required.
• Strong knowledge of telecom products and customer service environments is important.
• Ability to mentor, motivate, and develop digital care and social media advisors.
• Good understanding of digital channels and social media platforms.
• Capability to manage customer sentiment and contribute to improved NPS.
• A data-oriented approach to performance monitoring and decision-making.
• Excellent written communication skills for customer engagement across digital channels.
• Understanding of KPIs, SLAs, and call centre operations.

Additional information

This role is based in Dar es Salaam, Tanzania, and is a full-time, on-site position. No salary, opening count, start date, or application deadline was specified in the source.