| JOB NAME |
Call Centre Supervisor [Kigali]
POSTED BY: Development Bank of Rwanda
REF:DBR 2012
Date Published:Monday, February 24, 2025
Date of Expiration:Saturday, August 23, 2025
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| LOCATION OF THIS JOB |
 Rwanda | KIGALI in Rwanda |
| INDUSTRY |
| DEVELOPMENT FINANCE INSTITUTIONS
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| JOB TYPE |
| Full-Time |
| MAIN JOB DESCRIPTION |
BACKGROUND INFORMATION
Posted February 21, 2025.
Deadline for application: March 9, 2025.
Department: CEO ‘Office
Duo reporting to: Manager, PR, Marketing and Communication & Head of Education
Portfolio
Direct Reports: Call Centre Agents
Indirect Reports: N/A
Contract Terms – Open-ended
PURPOSE OF THE JOB
Ensure the effective operation of the call centre, manage teams, and resolve customer queries promptly.
MAIN RESPONSIBILITIES OF THE JOB
1. Supervise and lead a team of call centre agents to ensure efficient and effective handling of customer inquiries, issues, and requests.
2. Provide coaching, guidance, and feedback to agents to ensure high performance and adherence to service standards.
3. Conduct regular team meetings to discuss updates, challenges, and performance goals.
4. Motivate team members to achieve and exceed performance targets, maintaining a positive and productive work environment.
5. Track and report on team performance, including identifying trends, areas for improvement, and implementing corrective actions, as necessary.
6. Prepare and present regular performance reports to management, highlighting key achievements and challenges.
7. Conduct regular quality assurance checks on calls, ensuring compliance with company policies and procedures.
8. Identify training needs and organize training sessions to improve team performance and enhance customer service.
9. Oversee the resolution of escalated customer issues and ensure prompt, effective solutions.
10. Function as a liaison between customers and the company to resolve complaints, feedback, and inquiries in a timely manner.
11. Identify recurring issues or gaps in service and collaborate with other departments to implement solutions.
12. Manage complex or unusual situations by effectively managing resources, addressing concerns, and implementing changes where necessary.
13. Ensure that all call centre operations comply with company policies, industry regulations, and legal requirements.
14. Prepare and submit compliance reports & other required documentation to management.
15. Foster open lines of communication within the call centre team to encourage collaboration, sharing of best practice and problem -solving.
Performance indicators
1. Agent Performance: Percentage of agents consistently meeting or exceeding KPIs (e.g., average handle time, first-call resolution).
2. Customer Satisfaction: Customer satisfaction (CSAT) scores for call centre interactions.
3. Service Level Adherence: Percentage of calls answered within the designated service level time.
4. First Call Resolution Rate: Percentage of customer issues resolved on the first call.
5. Employee Retention: Call centre agent turnover rate and employee satisfaction scores.
6. Quality Assurance Compliance: Percentage of calls reviewed that meet quality standards.
7. Escalation Handling: Number of escalated calls managed effectively with positive outcomes.
8. Training Effectiveness: Improvement in agent performance post-training (e.g., skill assessments, call handling metrics).
9. Operational Efficiency: Adherence to shift schedules, minimizing downtime, and optimizing call routing.
10. Cost Management: Ability to maintain budget compliance while ensuring quality service delivery.
11. Call Volume Management: Ability to balance call volume with available staff, reducing wait times.
12. Process Improvement: Number of process improvements implemented based on feedback and performance analysis.
Working relationships
BRD All Departments & the public
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| REQUIREMENTS FOR THIS JOB |
PROFESSIONAL, ACADEMIC QUALIFICATIONS AND EXPERIENCE
1. Bachelor’s degree in business administration, Communications, Customer Service, or a related field or Higher Learning Diploma (HLD) or associate degree in a relevant area.
2. Call Centre Management Certification (e.g., Certified Call Centre Manager) would be an asset.
3. 2-3years of experience in call centre operations, with at least 1-2 years in a supervisory role.
4. Proven experience in team leadership, performance management, and/ or coaching within a customer service environment.
5. Excellent communication skills (both written and verbal in English and
6. Kinyarwanda. French is an added advantage) to interact effectively with customers and team members.
Core competencies
1. Leadership & Team Management: Ability to lead, motivate, and manage a team of agents to achieve performance targets while fostering a positive work environment.
2. Customer Service Excellence: Strong focus on delivering exceptional customer service, ensuring that customer concerns are resolved efficiently and professionally.
3. Communication Skills: Excellent verbal and written communication abilities for effectively conveying expectations, providing feedback, and handling escalations.
4. Problem Solving & Conflict Resolution: Ability to manage customer complaints and agent conflicts with a focus on finding solutions and maintaining team morale.
5. Time Management & Multitasking: Effective at managing multiple tasks, such as supervising agents, monitoring performance, and ensuring operational goals are met.
6. Quality Assurance: Ensuring calls meet established quality standards and compliance with company policies and procedures.
7. Process Improvement: Identifying areas for operational improvement and implementing strategies to enhance efficiency and customer experience.
8. Empathy & Emotional Intelligence: Understanding and addressing customer and team member emotions to build trust and improve interactions.
APPLICATION GUIDELINES:
Interested candidates should apply online (https://www.brd.rw/careers/ ) and upload application documents including Curriculum Vitae, copies of degree certificates and professional certificates, motivation letter, names of three previous supervisors (as one document) as well as their emails and telephone.
Only online applications shall be considered.
Email-only for inquiries (not application): recruitment@brd.rw
Address all applications to the Head, Human Capital, and Corporate Services of BRD.
Deadline for application: March 9, 2025.
The employment package is highly competitive and attractive.
Only Candidates with the right qualifications and relevant experience shall be shortlisted and contacted for a written test.
Done in Kigali, February 21, 2025.
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English 
FRENCH
