Call Centre Supervisor

About the role

The Call Centre Supervisor will lead the Digital Care & Social Media team, ensuring that customer interactions across email, SMS, WhatsApp, Facebook, X, Instagram and the company app are handled promptly, professionally and consistently. This role is responsible for maintaining high‑quality service, meeting SLA/KPI targets and driving continuous improvement in digital engagement.

Key responsibilities

• Oversee daily digital and social media operations, ensuring SLA compliance, effective queue management and timely resolution of queries.
• Coach, monitor and develop team members, track performance metrics and work to improve Net Promoter Score (NPS).
• Manage case handling, proper tagging and backlog control across all digital channels.
• Handle escalations and critical customer issues, providing swift and effective solutions.
• Collaborate with internal teams and external vendors to address system or process gaps.
• Analyse performance data and trends to identify opportunities for operational efficiency.
• Ensure adherence to SOPs, data‑privacy regulations and other compliance standards.

Required profile

• Bachelor’s degree in Business Administration, Communications or a related field.
• At least 2 years of experience in call‑center or digital/social‑media customer care operations.
• 1‑2 years of supervisory or team‑lead experience.
• Strong product and service knowledge in a telecom or customer‑service environment.
• Proven ability to lead, motivate and develop digital care advisors.
• Excellent written communication skills for digital engagement.

Required skills

What we offer

• Opportunity to lead a fast‑growing digital support team.
• Exposure to a multi‑channel customer experience environment.
• Professional development and coaching opportunities.