WhiteCap is an electric mobility and renewable energy company driving the electrification of transportation through electric vehicles and battery-swapping infrastructure.Job posting service
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
Salary
Competitive
Monthly based
Location
Accra, Greater Accra Region, Ghana
Accra, Greater Accra Region, Ghana