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Call Centre Supervisor

4 months ago

Roodepoort, Gauteng, South Africa Clicks Group Limited Full time

Listing reference:
click_015060
Listing status: Online-
Position summary

Industry:
FMCG & Supply Management

-
Job category:Other: FMCG, Retail, Wholesale and Supply Chain
Location:Roodepoort

-
Contract:Permanent
EE position:Yes
Introduction

  • We are looking to recruit a permanent Call Centre Supervisor to work for United Pharmaceutical Distributors (UPD). The role will be based at the Roodepoort, Lea Glen branch and will report to the Call Centre Manager.
    Job description

Job Purpose:

  • To Plan, direct and coordinate call centre activities on a daily basis to ensure quality service is delivered at all times.
  • Ensuring every order/query is managed immediately and overseen until resolution

Job Objectives:

  • To ensure 80% of all calls are answered within 20 seconds of waiting.
  • To ensure that the call centre staff meet their required KPAs as per the occupancy.
  • To motivate and monitor daily performance of the call centre staff.
  • To do a needs analysis for the call centre staff in order to draw up an action plan to deliver to the requirements
  • To compile and generate reports in order to analyze the information and to improve the efficiency and financial viability of the call centre.
  • To manage call scheduling in accordance with call volumes.
  • To conduct performance management on a monthly basis to address nonperformers.
  • To ensure that all complaints and escalations are resolved within accordance to SOPs.
***
Quality Outputs of the Job:

  • Duties:
To ensure 80% of all calls are answered within 20 seconds of waiting.

  • Staff scheduling to ensure maximum availability of operational staff.
  • Log and handle Over flow of queries
  • Place over flow orders
  • Manage escalations and emergencies until resolved
**

  • Duties:
To ensure that the call center staffs meet their required KPAs as per the occupancy.

  • Monitoring, reporting and engaging agents to ensure KPA objectives are met.
  • Follow through on disciplinary and performance management as per HR regulations.
  • Drive agent performance
  • Drive customer centric behavior
  • Manage through walk about (Staff interaction)
  • Develop a passion for customers' needs

Duties:
To motivate and monitor daily performance of the call centre staff.- Monitor staff performance.

  • Create incentive schemes.
  • Work with staff to increase morale.
  • Hype up staff on promotions and high customer service
  • Promote recognition of staff
**

  • Duties:
To do a needs analysis for the call centre staff in order to draw up an action plan to deliver to the requirements

  • Analyze call center operating statistical information.
  • Make informed decisions to benefit the UPD Call centre, UPD Wholesale and UPD Distribution
  • All performance reviews to be statistical basis

Duties:

To compile and generate reports in order to analyze the information and to improve the efficiency and financial viability of the call centre- Extract information from all reporting engines to report on business reviews.


  • Compile reporting as required (daily, weekly, and monthly).
  • Be prompt on reporting
  • Understand the information, make improvements on areas of weakness
  • Supervisor check list to be used to ensure that all tasks of our business is completed as per individual's roles and responsibilities

  • Duties:
To manage call scheduling in accordance with call volumes.

  • Monitor calls queues.
  • Manage leave schedules.
  • Manage teas and lunch breaks and training schedules.
  • Manage unscheduled leave and reduction thereof.
  • Manage T&A in accordance to Payroll cut offs

  • Duties:
To conduct performance management on a monthly basis to address non-performers.

  • Build a reporting to track individual agent's performance.
  • Identify trends.
  • Manage nonconformance to high standards of work with on the Job coaching
  • Track performance improvement

  • Duties:
To ensure that all complaints and escalations are resolved within accordance to SOPs

  • Well versed with UPD SOPs
  • Follow up on escalations raised.
  • Feedback to customers timeously
  • Ensure that the customer is kept well informed.
  • Record and trend issues escalated and implement preventive measure.
  • Engage other departments to resolve escalations.

Skills:

  • Ability to work under pressure
  • Accuracy
  • Adaptability
  • Analytical skills
  • Business communication skills
  • Business management skills
  • Checking for accuracy
  • Coaching skills
  • Conflict resolution
  • Confronting other people
  • Counseling people
  • Creative thinking skills
  • Customer service skills
  • Dealing with complaints
  • Decision making skills
  • Encouraging people
  • Enforcing rules
  • Ethics
  • Managing people
  • Mediating between people
  • Meeting deadlines
  • Organizing files
  • Organizing tasks
  • Patience
  • People management skills
  • Prioritization skills
  • Problem analysis skills
  • Problem solving skills
  • Taking decisive action
  • Taking inititiave
  • Taking personal responsibility
  • Teaching skills
  • Team building