Call Centre Supervisor

2 weeks ago

Parktown North, Gauteng, South Africa Resourceful Personnel cc Full time

Call Center Supervisor:

responsible for training and encouraging their team of Call Centre Representatives as they answer questions, address complaints, and give client support.

You are in charge of managing call centre activities and performance. Plan, manage and supervise call centre staff to ensure that daily, weekly, and monthly quotas are met. Ensure that personnel are providing outstanding customer service, making their daily call quotas, and boosting the company's growth.

In charge of making decisions and overseeing all aspects of the calls and agent deployment. This position of Call Centre Supervisor is for persons with intermediate-level experience in the area.

It's a position that requires you to evaluate your employees' performance and establish frequent sales targets for them to meet.

It also involves responsibilities such as customer relations management and data analysis.

The duties and responsibilities of a call centre supervisor include the following:

  • Managing and overseeing the daytoday activities of the call centre executives.
  • Contributing to the overall objective and target setting for the call centre.
  • Motivating agents, handling essential customers, and training agents for optimal call centre performance.
  • Identifying concerns that the agent has overlooked and suggesting viable solutions.
  • Developing strategies to improve procedures and reporting concerns and issues to senior management.
  • Answering each agent's question and ensuring that they do not face a similar issue again in the future.
  • Analyzing data from quality assurance (QA) software to have a better understanding of the client experience.
  • Following up with customers and clients of call centre products and services.
  • Maintaining appropriate call centre agent documentation, daily sales and followup details, and performance evaluation sheets.
  • Analyzing call and goal data and presenting the results to management in order to develop future objectives and strategies.
  • Monitoring important performance indicators for individuals and teams (KPIs).
  • Supporting agents and maximizing customer satisfaction by collaborating with other supervisors and management team members.
  • Assuring that all call centre objectives, performance standards, and rules are understood and followed.
  • Creating a common script that employees can resort to in the event of an emergency.
  • Giving constructive comments in order to increase sales and conversions.
  • Ensuring that callers are treated with respect while maintaining their right to privacy.

Qualifications

  • Grade 12/matric; although more training, particularly in management, is desired.
  • Customer relations or CRM certification or vocational training is needed.
  • Experience developing scripts for call centres.
  • Multilingualism is an added benefit.
  • Knowledge of basic computer and telephone devices.
  • MS Office and other similar programs are a plus.
  • Prior Call Centre Supervisor experience is necessary, customer service experience is a plus.
  • Outstanding managerial and organizational abilities.
  • Excellent bargaining and leadership abilities.
  • Excellent knowledge of the company's products, policies, and services.

Salary:
R14, R15,000.00 per month

Experience:

  • Supervisory/management skills: 4 years (required)
Application Deadline: 2023/08/30

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