Vacancy for Call Center Supervisor (m/f)

Pathway Consulting opens recruitment for a Call Center Supervisor

Pathway Consulting is recruiting a Call Center Supervisor for its client. The selected professional will be responsible for coordinating the service team, ensuring the quality of the service and strict compliance with performance indicators (KPIs). This is an excellent opportunity for anyone with strong leadership skills, excellent communication and a focus on results.

As illustrated in the official announcement contained in the image image_dc8d3d.jpg, the position requires a dynamic profile, capable of guiding customer service teams towards high performance. If you need to bring together your training certificates, diplomas and your professional career in a lightweight, perfectly structured digital file for electronic submission, discover how to organize your CV, ID, certificates and letters in a single, perfectly structured PDF file. To receive automatic daily alerts on your cell phone about vacancies in customer service, supervision, administration and secretarial services in Mozambique, click here to join our Group Inademy Vacancies on WhatsApp.

Main Role Responsibilities

The professional will play a central role in monitoring the quality and efficiency of service operations, assuming the following duties detailed in the image image_dc8d3d.jpg:

• Operational Leadership: Coordinate and continuously support the team of customer service operators.

• Monitoring and Feedback: Monitor phone calls and provide constructive feedback for agent development.

• Management KPIs: Closely monitor key performance indicators (KPIs) and ensure achievement of established goals.

• Conflict Resolution: Manage escalated complaints that require supervisory-level intervention.

• Performance Analysis: Prepare detailed operational performance reports of the company team.

• Training: Identify training and retraining needs for the team of operators.

• Compliance and Improvement: Ensure full compliance with the company's internal procedures and actively promote continuous improvement of the service provided.

Candidate Profile and Admission Requirements

According to the image specifications image_dc8d3d.jpg, candidates must meet the following basic criteria:

• Sector Experience: Minimum of 2 years of professional experience in a Call Center environment.

• Leadership Experience: Proven experience in supervisory or coordination roles teams.

• Educational Qualifications: Bachelor's degree in Management, Administration or related areas.

• Technical Skills: Solid knowledge of Call Center metrics (KPIs), team management and command of IT tools.

• Behavioral Skills: Good leadership skills, interpersonal communication clear and assertive, organization and focus on results.

Service Operations Management: The Impact of Excel on Controlling KPIs and Scales

Do you know what operations management and Call Center managers value most in a Supervisor? The ability to extract raw reports from the service system and transform them into analytical matrices in Excel to measure TMA (Average Service Time), TME (Average Waiting Time) and the level of productivity per agent. Coordinating service teams requires strict mathematical control of data. A supervisor who masters spreadsheets can cross schedules with peak calls, draw real-time performance graphs and automate operational reports without wasting hours of manual work. No Excel and Google Sheets Course: Master VLOOKUP and Pass Employment Tests, coordination, customer service, logistics and administration professionals learn to use tools and formulas to analyze large volumes of data, creating intelligent control panels (dashboards) essential for the demanding recruitment tests of large consultancies. Click here to enhance your analytical profile before submitting your application.

How to Apply and Submission Instructions

Pathway Consulting has defined specific and mandatory channels for receiving applications presented in the image image_dc8d3d.jpg:

• Main Channel (Online Submission): Applications must be submitted exclusively through the portal: https://getjobsmoz.pathway.co.mz/

• Contingency Channel (E-mail): In case of doubts or technical difficulties in submitting via the link, Candidates can send their Curriculum Vitae to the email: [email protected]

• E-mail Subject (Required for electronic submission): Call Center Supervisor

• Deadline: Applications are open until June 23, 2026.

• Important Note: Only candidates pre-selected in the initial profile screening will be contacted for the following stages of the recruitment process.

To ensure that your support or application email comply with the presentation rules of the corporate market, see our explanatory article on how to send your resume by email correctly (correct subject, text and attachments). If you want to design a clear and professional cover letter to attach to the getjobsmoz portal, follow the guidelines in our guide on how to write an application letter for the job market. Pathway Consulting are completely free. Never pay monetary amounts to submit your profile, carry out psychological tests, group dynamics or guarantee hiring. If you identify any suspected illegal billing activity, stop contacts immediately. Protect your professional career by reading our tips in the article about false job vacancies in Mozambique and the main signs that indicate scam.

Inademy is the largest professional training and career acceleration ecosystem in Mozambique, supporting service supervisors, team coordinators, customer support assistants and administrative staff in the development of advanced technical skills for the corporate market.

Question: Does your CV already clearly specify the Call Center systems (CRM, telephone software) and operational metrics that you have managed in previous experiences?