Heading is looking for Client his, a Call Center Supervisor (M/F) for Maputo
-Call Center Supervisor
-The Call Center Supervisor is responsible for overseeing daily call center operations, ensuring high-quality customer service, operational efficiency, and compliance with internal policies and service standards.
-Technical Requirements
-Degree in Management, Communication, Marketing or similar fields.
-Minimum of 3 years of experience in call centers, with at least 1 year in supervisory roles.
-Experience working in structured service environments, preferably within financial services, banking, or telecommunications.
-Knowledge of customer service tools and CRM.
-Understanding of performance metrics and reporting.
-Practical experience using CRM systems to manage customer interactions, cases, and follow-ups.
-Ability to supervise multi-channel support environments (voice, email, chat, WhatsApp, etc.).
-Soft Skills
-Strong leadership and people management skills.
-High level of empathy and excellent communication abilities.
-Effective conflict resolution and escalation management.
-Strong organisational and time-management skills.
-Results-driven mindset with focus on continuous improvement.
-Ability to motivate teams and maintain high morale under pressure.
-Roles Requiring Mandatory Experience in Banking or Microbanking
