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