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Call Centre Supervisor

Reference: CPT000842-Meg-1 Are you a dedicated, supportive Call Centre Supervisor who can coach and motivate Call Centre Agents in their field of service? This position will provide support and training to the department by monitoring agents progress and maintaining their KPI’s. You should be analytical, supportive and be able to build the necessary skills to build a successful team. REQUIREMENTS: Grade 12. Minimum 3 years’ in a Supervisory role in a Call Centre environment. Good Computer Skills. Good People management skills Ensure professionalism and efficiency within your department. Valid driver’s license with own vehicle. DUTIES: Management of departmental teams and quality of their workload. Management of processes and efficiency within all areas of your departments. Ensure customer satisfaction at all times – attend to any escalated customer complaints within 24 hours of the complaint. Training of the staff within the department Manage and carry out disciplinary matter in the departments under the guidance of the HR department. Analysis of employee customer call quality of your department. Maintenance and upkeep of mailboxes affiliated to the department. Ensure customer Service Level Agreement requirements are adhered to Ensure departmental Codes of Practice are adhered to Management of capacity planning Workload overflow assistance.

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