CONTACT CENTER SUPERVISOR

Company: Energy Utility Corporation Limited (EUCL)

Position: Contact Center Supervisor

Number of Vacancies: 1

Application Deadline: 16 October 2026

Job Status: Open for Applications

1. Job Overview

Energy Utility Corporation Limited (EUCL) is seeking a qualified and experienced professional to fill the position of Contact Center Supervisor. The successful candidate will oversee daily contact center operations, manage staff and resources, maintain high customer service standards, and ensure that performance targets are achieved.

The role also involves identifying opportunities for improvement, handling complex customer complaints, and developing strategies to enhance operational efficiency and customer satisfaction.

2. Key Responsibilities

The selected candidate will be responsible for:

1. Overseeing daily call center operations, including equipment requirements, resource allocation, operational planning, and implementation of call center strategies.
2. Managing staff performance and ensuring that employees meet established operational and service standards.
3. Establishing and achieving performance targets related to response speed, efficiency, sales, and service quality.
4. Conducting needs assessments, employee performance evaluations, and cost-benefit analyses to improve service delivery.
5. Guiding contact center officers and supervisors on the organization's available products and services.
6. Maintaining accurate records and ensuring that all customer communications, operational records, and relevant data are properly documented and updated.
7. Keeping up to date with industry developments and participating in relevant professional networks.
8. Coordinating with supervisors, team leaders, operational staff, and external stakeholders to gather information and resolve operational issues.
9. Monitoring call center statistics, service usage, and performance indicators, and preparing reports for management.
10. Providing overall leadership to the contact center team, supervising staff performance, and supporting employee development in line with organizational objectives and policies.
11. Handling complex customer complaints and enquiries that require advanced problem-solving and decision-making.
12. Preparing the department's annual work plan and financial budget and monitoring implementation in accordance with the organization's business plan.
13. Forecasting and analysing performance data against budget projections on a weekly or monthly basis.
14. Monitoring randomly selected calls to improve service quality, reduce errors, and assess employee performance.

3. Required Qualifications and Experience

Applicants must hold an A0 degree in one of the following fields and have at least 3 years of experience in both customer service and call center operations:

• Marketing: A0 degree with 3 years of experience in customer service and 3 years in call center operations.
• Business Administration: A0 degree with 3 years of experience in customer service and 3 years in call center operations.
• Commerce: A0 degree with 3 years of experience in customer service and 3 years in call center operations.

4. Application Procedure

Interested and qualified candidates should submit their applications through the official EUCL recruitment portal using the link below.

Application Link: APPLY

Application Deadline: 16 October 2026

Contact Email: recruitment@eucl.reg.rw

Applicants are encouraged to review the eligibility requirements carefully and submit their applications before the deadline.

Share this opportunity with qualified candidates who may be interested!