Contact Center Supervisor

About the role

Q-Sourcing Limited, trading as Q-Sourcing Servtec, is a manpower management solutions firm operating across Uganda, Kenya, Tanzania, Rwanda and South Sudan. On behalf of a client in the renewable energy sector, it is hiring three Contact Center Supervisors in Kampala. The supervisor reports to the Manager Contact Center Operations and leads Team Leaders and Contact Center Agents, ensuring departmental standards are met so that customer experience is enhanced.

Key responsibilities

• Provide hands-on support and guidance to contact center agents to deliver the required customer experience, service quality and personal targets
• Coach and train contact center agents
• Monitor and maintain performance standards, using continuous improvement practices and identifying development needs
• Resolve escalated customer queries and complaints, give feedback to customers and document resolutions
• Identify opportunities to improve and expand package and service offerings based on customer feedback
• Contribute to enforcing processes and procedures and identify areas for improvement
• Collect and analyse statistics to assess team performance, and recommend training interventions

Required profile

• Bachelor's degree in social sciences or a business-related field
• Three years of experience in a contact centre or the service industry, including some supervisory experience
• A focused contact centre qualification or diploma in Customer Services Management is an added advantage
• Experience in technology-oriented service firms, mobile telephony or BPO contact centres is an advantage

Required skills

• Excellent interpersonal and communication skills, with the ability to motivate for results
• Dependability, adaptability, multitasking and strong administrative ability
• Product, service and system knowledge; team and performance management
• Contact centre industry knowledge (advantageous)

Key performance indicators include team coaching, process compliance, customer satisfaction (NPS/CES), call productivity and inbound/outbound metrics. Applications close by 08:00 am on Thursday 28 May 2026; only shortlisted applicants will be contacted.