Jobs Mozambique

Senior Call Center Supervisor (Intern/Trainee)

Job Title	Senior Call Center Supervisor (Intern/Trainee)
Employer	Twine
Adress: Country	Mozambique
Address: City	Maputo
Work type	Remote
Expected Salary	112238 MZN
Posting Date	Tue Jun 10 2025
End Date	Mon Jul 07 2025

Description:

We’re seeking a Call Center Supervisor with a strong operational mindset, clear leadership style, and commitment to service excellence. You’ll oversee daily operations, ensuring agents meet performance goals while maintaining professionalism and empathy in every call. You’ll lead by example — jumping in when needed, staying calm under pressure, and making sure your team feels supported. You’ll be the person they turn to when a call goes sideways, a customer gets emotional, or burnout starts to show — and you’ll be ready. You’ll keep an eye on KPIs, but you’ll also trust your gut when it’s time to push or protect your team. You’ll collaborate with ops, product, and support leads to keep feedback flowing and priorities aligned. You’ll run check-ins that feel human, not robotic, and you’ll know your agents as people, not headcount. You’ll make real-time decisions when managers aren’t around — and we’ll trust you to get them right. You’ll balance empathy with accountability and create a team that’s both kind and consistently effective. You’ll help write (and rewrite) the playbook as we grow — because we’re not here to do things like everyone else.

Basic Qualifications:

• Lead by example—handling calls during peak times, helping with challenging conversations, and staying visible on the floor.
• Handle escalated calls or complex cases with professionalism, working to turn customer concerns into solutions while modeling ideal behavior.
• Collaborate with QA and training teams to reinforce best practices and update documentation or training modules as needed.
• Coordinate with HR regarding attendance issues, performance warnings, or policy violations when necessary.
• Track and reduce call escalations by identifying common root causes and implementing training or process fixes.

Preferred:

• Familiar with call center software and CRM tools such as Zendesk, Five9, Talkdesk, or Salesforce.
• Encourages team morale, collaboration, and motivation through recognition and support.
• Skilled in conflict resolution and guiding team members through high-pressure situations calmly.
• Capable of handling escalated customer issues and supporting agents through complex cases.
• Experience leading a team of call center agents in a customer service or sales environment.

Benefits:

• You’ll make a difference daily — for agents, for customers, and for how support *feels* inside the company.
• Lead remotely or onsite in a role where your guidance directly shapes team performance and customer satisfaction.
• You’ll coach real people handling real conversations — not just monitor dashboards and enforce quotas.
• You’ll have real input on hiring, retention, scripts, and systems — not just team metrics.
• You’ll run daily huddles, listen in on calls, deliver 1:1 feedback, and turn insights into action.

You’ll advocate for both your team and your customers, balancing support and service with empathy and results. You’ll keep the day flowing, the metrics moving, and the mood grounded — even during peak hours. You’ll bring structure where needed and flexibility where it helps people do their best work. You’ll use data to inform decisions, but rely on intuition and experience when the numbers don’t tell the whole story. You’ll check reports, update dashboards, and keep leadership informed without waiting to be asked. You’ll champion best practices, suggest process improvements, and contribute to departmental planning initiatives. If you believe great leadership means listening, guiding, and raising the bar every day — we’re ready for you. You’ll be the reason customers feel supported — no matter the hour, no matter the issue. If you believe that great service doesn’t sleep, and neither does great leadership — we’re ready to welcome you to the night shift.