Duties & Responsibilities:

1. Team Leadership and Performance Management

• Supervise and support a team of customer care agents, ensuring adherence to performance standards.

• Monitor agent performance through call audits, quality checks, and KPI tracking.

• Conduct regular coaching, training, and feedback sessions to improve agent efficiency.

• Manage shift scheduling and workload distribution to maintain optimal service levels. 

2. Customer Support and Escalation Handling

• Ensure prompt and effective resolution of customer inquiries and complaints.

• Handle complex or escalated customer issues professionally and efficiently.

• Provide guidance to agents on effective customer service techniques and problem resolution.

• Work closely with other departments to escalate and resolve persistent issues.

3. Call Center Operations and Efficiency

• Implement best practices for call handling, reducing wait times and enhancing customer experience.

• Develop and enforce customer service policies and standard operating procedures.

• Utilize call center software and CRM tools to optimize workflows and track customer interactions.

• Monitor and report on service metrics, identifying areas for process improvement.

4. Outbound and Inbound Support Management

• Oversee inbound support related to technical issues, loan applications, repayments, and service inquiries.

• Manage outbound customer engagement, including product activations, loan renewals, and marketing campaigns.

• Ensure proactive customer follow-ups for overdue loans, negotiating repayment plans while maintaining a customer-centric approach.

• Utilize data-driven insights to tailor collection strategies based on customer risk profiles 

5. Collaboration and Stakeholder Management

• Work closely with product, marketing, and operations teams to align customer care strategies with business objectives.

• Provide customer feedback and insights to relevant departments to improve service offerings.

• Support training and onboarding initiatives for new hires and ensure continuous skill development.

6. Reporting and Data Analysis

• Prepare reports on customer care performance, call trends, and agent productivity.

• Analyze customer feedback and complaints to identify recurring issues and recommend solutions.

• Assist management in refining customer service strategies based on data-driven insights 

Key Performance Indicators (KPIs):

• Customer satisfaction and Net Promoter Score (NPS).

• First-call resolution rate and average response time.

• Call quality and adherence to service scripts.

• Agent productivity and performance metrics.

• Successful resolution of escalated customer issues.

• Loan recovery success rate and repayment engagement.

Job Requirements

Qualifications:

Education:

• Bachelor’s degree or diploma in Business Administration, Customer Service, Communications, or a related field.

Experience:

• 3+ years of experience in customer service or call center operations.

• At least 1 year in a supervisory or team leadership role.

• Experience in fintech, banking, or digital services is an advantage.

• Strong background in loan collection and repayment negotiations is a plus.

Skills and Competencies:

• Leadership Skills: Ability to inspire and motivate a team while holding them accountable for performance.

• Customer-Centric Approach: Strong problem-solving and interpersonal skills to ensure excellent customer service.

• Analytical Thinking: Ability to analyze service data, identify trends, and develop actionable solutions.

• Technical Proficiency: Experience with call center software, CRM systems, and digital communication tools.

• Multitasking: Ability to handle multiple priorities in a fast-paced environment.

• Negotiation Skills: Ability to engage with overdue customers and negotiate repayment plans effectively.

• Collaboration: Strong teamwork skills to work cross-functionally with different departments.

• Attention to Detail: Ensuring that processes and reports are accurate and effective.

How to Apply

To apply for the Customer care Supervisor, please follow the guidelines below:

Email Subject: Applying for the Customer Care Supervisor

Please use the following subject line when submitting your application: “Customer care Supervisor”

Resume/CV:

Attach your updated resume or curriculum vitae (CV) in PDF or Word format. Ensure that your resume highlights your relevant skills, experience, and educational

 background.

Contact Information:

Ensure that your CV includes your full name, phone number, and email address. This will make it easy for the hiring team to reach out to you for further communication or

 to schedule an interview. Send an updated CV at hiring@kifiya.com