Job Title: Call Center Supervisor

Location: Addis Ababa

Job Type: Full-time

About Us:

Get-As International Plc. is a dynamic organization engaged in Real estate, Trading and Cross border transport. We are seeking a motivated Call Center Supervisor to join our dynamic team.

As the Call Center Supervisor, you will lead and motivate a team of call center agents, ensuring the delivery of exceptional customer service and operational efficiency. You will be responsible for monitoring performance, coaching agents, handling escalated issues, and implementing strategies to optimize call center operations. This role requires strong leadership skills, a customer-centric approach, and the ability to manage a fast-paced environment while achieving service level targets.

Key Responsibilities:

• Supervise, train, and mentor a team of call center agents, fostering a positive and productive work environment.

• Monitor agent performance, provide regular feedback, and conduct performance reviews.

• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.

• Develop and implement call center policies, procedures, and best practices to enhance service quality.

• Monitor call queues, service levels, and agent availability to ensure optimal staffing and efficiency.

• Generate and analyze call center reports, identifying trends and areas for improvement.

• Collaborate with other departments to resolve customer issues and improve overall customer experience.

• Ensure compliance with company standards, regulatory requirements, and data privacy policies.

• Conduct team meetings, disseminate important information, and promote continuous learning.

Job Requirements

Qualifications:

• Bachelor's degree in Business Administration, Management, or a related field (preferred).

• 3+ years of experience in a call center environment, with at least 1 year in a supervisory or team lead role.

• Proven ability to lead, motivate, and develop a team.

• Excellent communication, interpersonal, and conflict resolution skills.

• Strong customer service orientation with a problem-solving mindset.

• Proficiency in call center software, CRM systems, and Microsoft Office Suite.

• Ability to analyze data and make informed decisions.

• Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.

• Flexibility to work varying shifts, including evenings and weekends, as needed.

How to Apply

Interested and qualified candidates, who fulfill the above requirement, please submit your resume and a cover letter to info@getasinternational.com with the subject line " Call Center Supervisor." Within consecutive Seven (7) days from the date of announcement.