CUSTOMER EXPERIENCE SUPERVISOR

Position Summary

WhiteCap Management Limited is seeking an experienced and customer-focused Customer Experience Supervisor to lead and support its customer service team while ensuring the delivery of exceptional customer experiences.

The successful candidate will be responsible for supervising Customer Experience Agents, monitoring call center performance, resolving escalated customer issues, maintaining service quality standards, and driving continuous improvement initiatives that enhance customer satisfaction and operational efficiency.

Key Responsibilities

Team Leadership & Supervision

• Supervise and support Customer Experience Agents in their daily operations.
• Provide coaching, guidance, and performance feedback to team members.
• Monitor staff productivity and ensure adherence to customer service standards.
• Foster a positive, collaborative, and high-performance team culture.

Customer Service Operations

• Monitor the call center’s performance and overall service quality.
• Ensure customer inquiries are handled promptly, professionally, and effectively.
• Track key service metrics and implement improvements where necessary.
• Maintain high levels of customer satisfaction and service excellence.

Complaint Resolution & Escalation Management

• Handle escalated customer complaints and complex service issues in real time.
• Investigate customer concerns and implement appropriate resolutions.
• Coordinate with internal departments to resolve service-related challenges.
• Ensure all complaints are resolved within established service standards.

Training & Staff Development

• Train, mentor, and support Customer Experience Agents.
• Conduct onboarding and continuous learning programs for customer service staff.
• Identify skill gaps and recommend training interventions.
• Promote best practices in customer engagement and service delivery.

Quality Assurance & Performance Management

• Ensure customer service standards, policies, and procedures are consistently maintained.
• Monitor call quality and customer interactions.
• Conduct performance evaluations and coaching sessions.
• Support continuous improvement initiatives to enhance customer experience.

Reporting & Analytics

• Prepare call center performance reports and service analytics.
• Track key performance indicators (KPIs) and provide recommendations for improvement.
• Analyze customer feedback and identify service trends.
• Submit regular reports to  management on operational performance and customer satisfaction.

Skills and Qualifications

Educational Requirements

• Bachelor’s Degree in:
  • Business Administration
  • Communications
  • Customer Service Management
  • Marketing
  • Public Relations
  • Or a related field

Experience

• Minimum of 3–5 years of experience in:
  • Call Center Operations
  • Customer Service Management
  • Customer Support Supervision
  • Customer Experience Management
• Previous supervisory or team leadership experience is required.

Technical Competencies

• Customer service and customer experience management.
• Call center operations management.
• Performance monitoring and reporting.
• Complaint resolution and escalation handling.
• Team coaching and staff development.
• Proficiency in Microsoft Excel and reporting tools.
• Data analysis and service performance tracking.

Leadership Competencies

• Strong leadership and team management skills.
• Ability to motivate, coach, and develop employees.
• Strong decision-making and problem-solving capabilities.
• Ability to manage multiple priorities in a fast-paced environment.

Behavioral Competencies

• Excellent communication and interpersonal skills.
• Strong customer-focused mindset.
• Ability to remain calm under pressure.
• High level of professionalism and accountability.
• Strong analytical and organizational abilities.
• Attention to detail and commitment to service excellence.

Key Performance Indicators (KPIs)

The Customer Experience Supervisor will be evaluated based on:

• Customer satisfaction scores (CSAT).
• Call center service quality metrics.
• Complaint resolution rates.
• Team productivity and performance.
• Average response and resolution times.
• Employee engagement and development.
• Quality assurance compliance scores.
• Accuracy and timeliness of reports.
• Achievement of customer service objectives.

Why Join WhiteCap?

• Opportunity to contribute to Ghana’s transition to clean energy and sustainable transportation.
• Work with a forward-thinking organization in the electric mobility sector.
• Lead and develop customer service teams in a growing company.
• Professional growth and leadership development opportunities.
• Collaborative and innovative work environment.