JOB PURPOSE

The Contact Centre Supervisor is responsible for overseeing the day-to-day operations of Ecobank Rwanda's Contact Centre, ensuring the delivery of high-quality customer service across all inbound and outbound channels. The role drives team performance, monitors service levels, and ensures customers receive prompt, accurate, and professional assistance in line with Ecobank's service standards and values.

KEY RESPONSIBILITIES

Operational Supervision

• Supervise daily contact centre operations, ensuring adequate staffing levels, shift adherence, and service continuity across all channels (phone, email, live chat, and digital platforms).

• Monitor call queues, response times, and resolution rates in real time, intervening where required to maintain service levels.

• Ensure agents handle all customer queries, complaints, and requests accurately and within defined SLAs.

• Oversee the escalation process for complex or unresolved issues, liaising with relevant internal teams for timely resolution.

Team Leadership & Development

• Lead, coach, and motivate a team of contact centre agents, fostering a performance-driven and customer-centric culture.

• Conduct regular performance reviews, one-on-ones, and feedback sessions to support agent development and improvement.

• Identify training needs and coordinate with the Learning & Development team to address skills gaps.

• Recognise and reward high performance while managing underperformance constructively and in line with HR policies.

Quality Assurance & Reporting

• Monitor and evaluate agent interactions through call recordings, chats, and email reviews to maintain quality standards.

• Track and report KPIs including first-call resolution (FCR), average handling time (AHT), customer satisfaction scores (CSAT), and Net Promoter Score (NPS).

• Prepare daily, weekly, and monthly performance reports for Contact Centre Management.

• Identify recurring complaint trends and recommend process or product improvements.

Compliance & Risk

• Ensure all customer interactions comply with Ecobank's policies, regulatory requirements, and data protection standards.

• Maintain awareness of fraud typologies and guide agents on appropriate escalation procedures.

JOB PROFILE

Qualifications & Experience

• Bachelor's degree in Business Administration, Communication, Finance, or a related field.

• Minimum 3–5 years of experience in a contact centre or customer service environment, with at least 1–2 years in a supervisory role.

• Experience in the banking or financial services sector is a strong advantage.

• Familiarity with CRM systems and contact centre management platforms.

Skills & Competencies

• Strong leadership and people management skills.

• Excellent communication skills in English; French or Kinyarwanda is an added advantage.

• Customer-centric mindset with a passion for service excellence.

• Ability to multi-task and manage priorities in a fast-paced environment.

• Strong analytical skills and proficiency in Microsoft Office tools.