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