About Exquisite Solution Limited

Exquisite Solution Limited established in 2006 is a premier, Business Process Outsourcing (BPO) company with headquarters in Kampala Uganda and additional offices in England and across the region.

The company specializes in Human Resources Consulting Payroll Management Administrative Support Executive Search Corporate Training and HR Compliance Audits serving clients locally and internationally.

Job Summary

Exquisite Solution Limited is recruiting a Touch Point Supervisor for a leading telecom client. The role focuses on enhancing customer experience ensuring smooth operations managing resources and upholding compliance standards Fluency in English along with proficiency in Aringa Alur Lugbara and Kiswahili is essential

Key Responsibilities

Service Quality & Customer Experience

Ensure consistent delivery of service quality standards within the assigned cluster aligned with Customer Experience (CEX) expectations
Drive improvements in Customer Experience (CLF) across all assigned Touch Points
Monitor wait times and transaction times to ensure compliance with agreed service levels

Operations Management

Oversee day-to-day operations and activities within the assigned cluster
Manage stock levels and ensure availability and control of inventory
Conduct regular spot checks to assess the availability of tools staff and stock
Assist outlets in resolving operational challenges efficiently

Team Leadership & Development

Coach mentor and develop frontline teams to uphold service standards
Collaborate with the SCOM (Sales and Operations Manager) to manage staffing and manpower planning

Reporting & Compliance

Prepare and submit timely weekly monthly and quarterly performance reports
Support the SCOM in enforcing compliance with operational and service guidelines
Gather market intelligence that could affect service delivery in the region

Business Initiatives

Support and execute business initiatives across all outlets in the assigned region

Qualifications and Competencies

Category	Details
Education	Bachelor’s degree in Business Administration Social Sciences or a related field
Experience	Minimum of 3 years’ experience in a customer-facing or service environment At least 2 years’ experience in managing people within branches stores or similar settings
Skills	Strong understanding of sales and retail industry trends including customer service best practices Team player with strong leadership potential and a proactive mindset Honest collaborative and focused on continuous improvement Fluency in English and proficiency in Aringa Alur Lugbara and Kiswahili