CALL CENTER SUPERVISOR

CALL CENTER SUPERVISOR

• Location:-Johannesburg, South Africa
• Category:-Customer Service / Reservations / Telecalling  

• Job Type :-Full-time  

DESCRIPTION

Currently we are searching for a Call center supervisor for Johannesburg, South Africa.

Responsibilities of this Post:

• Develop objectives for the call centers day-to-day activities.

• Conduct effective resource planning to maximise the productivity of resources (staff, technology, etc.).

• Supervise daily operations and personnel aiming for maximum efficiency.

• Overall supervision of all call agents, inbound and outbound calls, ensure maximum quality output, and take responsibility for staff to be well-organised and productive.

• Ensure agreed SLAs are met or exceeded.

• Coach, and provide training to staff to maintain high customer service standards.

• Manage and maintain data integrity and update accordingly where necessary.

• Collect and analyse call-centre statistics (call rates and customer service metrics etc.) and take action accordingly.

• Coach, mentor call agents, and assess call levels by evaluating inbound and outbound calls according to agreed SLAs.

• Develop and be involved in relevant operations, business processes and any committee meetings.

• Ensure all enquiries are resolved satisfactorily to customer requirements within business rules.

Requirements of this Post:

• Matric.

• Diploma in Customer Service a prerequisite.

• Four years experience in a Call Centre environment.

• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.

• Decisiveness and attention to detail.

• Strong coaching and leadership skills, ability to motivate employees.

For APPLY CLICK HERE