Service Supervisor (4 Positions)

About FC Africa

FC Africa, formerly First Consult, is a regional advisory, investment, and development platform operating across East Africa. Founded in 2006, FC Africa, through its integrated model, works with governments, development partners, and private sector institutions to support enterprise growth, workforce development, and economic transformation.

About MESOB

FC Africa has strategic partnership with FDRE MESOB Service. Through its partnership with FDRE MESOB Service, FC Africa is hiring for these positions on behalf of FDRE MESOB Service

FDRE MESOB Service, is a government-led one-stop service platform that integrates multiple public services into a single digital and physical hub, enabling citizens and businesses to access government services more efficiently, conveniently, and transparently.

POSITION SUMMARY

The Service Supervisor at FDRE MESOB is responsible for coordinating and supervising service staff to ensure efficient, high-quality service delivery. The role focuses on customer satisfaction, operational excellence, and team performance.

DUTIES AND RESPONSIBILITIES

Service Operations Management

• Supervise day-to-day service activities and ensure smooth operations
• Monitor service quality and ensure compliance with organizational standards
• Handle customer inquiries, complaints, and feedback professionally
• Monitor employee performance and provide coaching or corrective actions assign duties

Customer Service Excellence

• Ensure a high level of customer satisfaction
• Resolve complex customer issues promptly
• Maintain a welcoming and professional service environment
• Monitor floor activities and prevent congestion
• Supervise professional communication with the customers

Reporting & Administration

• Prepare daily/weekly service report
• Track performance metrics and service efficiency
• Maintain records of staff attendance, service logs, and incidents

Compliance & Standards

• Ensure adherence to company policies and procedures
• Monitor hygiene, safety, and operational standards

Service Operations Management

• Supervise day-to-day service activities and ensure smooth operations
• Monitor service quality and ensure compliance with organizational standards
• Handle customer inquiries, complaints, and feedback professionally

Staff Supervision & Development

• Lead, train, and motivate service staff
• Prepare staff schedules and assign duties
• Monitor employee performance and provide coaching or corrective actions

Customer Service Excellence

• Ensure a high level of customer satisfaction
• Resolve complex customer issues promptly
• Maintain a welcoming and professional service environment

Reporting & Administration

• Prepare daily/weekly service reports
• Track performance metrics and service efficiency
• Maintain records of staff attendance, service logs, and incidents

Compliance & Standards

• Ensure adherence to company policies and procedures
• Maintain hygiene, safety, and operational standards
• Support audits and inspections when required

Required Qualifications

• Bachelor’s degree in Business Administration, Management, or related social science field
• 6+ years of experience in customer service or supervisory role
• Strong leadership and communication skills
• Good problem-solving and organizational abilities

Key Skills

• Team leadership
• Customer Relations management
• Conflict resolution
• Time management
• Attention to detail

Requirements

• Language: Amharic, English. (knowing other languages will be preferable)
• Complying to FDRE MESOB code of ethics
• Time management and prioritization
• Strong interpersonal skills
• Adaptability and resilience
• Attention to detail
• Proactiveness

Working Conditions

• Full-time position
• Flexibility required during major campaigns and events