Contact Centre Supervisor – Botswana

A new position for a Contact Centre Supervisor exists within Kazang VAS & Card division, in Gaborone, Botswana.

As the Contact Centre Supervisor, you will be responsible to carry out Contact Centre support duties within a team. The ideal candidate will also be required to manage a team and provide reporting on the performance of the Contact Centre.

Key Responsibilities include, but are not limited to:

Contact Centre Support Responsibilities

  • Managing interactions (mail, support tickets, phone, and chat) with customers within the Service Level Agreement (SLA).
  • Accepting ownership for effectively solving customer issues, complaints, and enquiries; keeping customers updated on the progress of the queries.
  • Educate customers on self-help options available and how to use these platforms.
  • Managing inbound and outbound calls within the Service Level Agreement (SLA).
  • Responding in a timely manner to client mails, support tickets, and/or chats (internal and external).
  • Logging cases/tickets for customers (internal and external) on the platform and manage the relevant cases/tickets within the SLA.
  • Performing First Line Troubleshooting (FLT) according to documented processes and procedures and ensuring First Call Resolutions (FCR).
  • Escalating tickets to other departments if FCR cannot be done during FLT.
  • Adhering to processes and procedures pertaining to your role and daily functions.
  • Working with internal teams – logging cases, ensuring timely feedback, and escalating outstanding cases to internal teams.
  • Ensuring that everything is recorded on the platform (what FLT was done, what the next steps are).

Management Responsibilities

  • Daily team duty management and ensuring the Front Office and Support Agents have support when needed.
  • Managing your own team to ensure the daily deliverables are met and that your team contributes to the overall Contact Centre performance.
  • 2nd point of escalation for the Contact Centre Support Agents on Support tickets that have not been resolved.
  • Generate and monitor Monthly Contact Centre Performance reports (e.g., Freshdesk/FreshChat).

In order to be considered for this position, the following requirements must be met:

  • Matric/Grade 12.
  • Contact Centre Training/qualifications advantageous.
  • Proven experience as a Contact Centre Supervisor or Manager.
  • Solid understanding of reporting.
  • Knowledge of performance evaluation and customer service metric.

Technical Competencies:

  • MS Office Suite.
  • Freshdesk advantageous.

Behavioural Competencies:

  • High level of interpersonal skills.
  • Able to function well as part of a team.
  • Excellent verbal and written communication.
  • Must be able to describe and explain steps telephonically.
  • Diligent, accurate and high attention to detail.
  • Excellent customer service skills.
  • Motivated, positive, can-do attitude and approach.
  • Have a professional and personable demeanour.
  • Able to work well under pressure.
  • Adhere to processes and procedures.

Working hours:

Are currently from 08:00 to 17:00 Monday to Friday, however, due to the nature of the operations of the Contact Centre includes working standby / overtime work on rotational basis (weekdays and Saturdays / Public Holidays).

To apply for this position, include a 2–3-page CV, specifying the position you are applying for, for the attention of Lezanne Amos at