Call Centre Supervisor

2 weeks ago


Krugersdorp, Gauteng, South Africa Fidelity Services Group Full time

Overall purpose of the job:

As the Call Centre Supervisor you will be accountable for the daily running and management of the Call Centre through the effective use of resources.

You will be responsible for the monitoring the call centre environment. The Supervisor will listen to various Scheduling recordings for audit purposes and customer service initiatives.

This will include Inbound, Outbound


You will create an effective support team and strong business partnerships with the internal FSD functions (including but not limited to Sales, Technical, Marketing, HR, NCRC, Finance and IT).

Required to form partnerships with external service providers including but not limited to Subcontractors, Amber connect, ICS, BYC.

You will need to establish and maintain a culture of continuous improvement and to continually improve our service offerings.


The Call Centre Supervisor ensures that the operations support Secure Drive strategic plans and are in accordance with established policies and procedures.


Duties & Responsibilities:

  • Effectively supervise call centre agents, ensuring optimal performance by overseeing all the activities of the call centre Agents
  • Review, monitoring and tracking of individual agents performance monthly and relevant documentation thereof
  • Provide leadership to all personnel through effective objective setting, delegation, motivation, and communication
  • Meeting and exceeding performance targets for speed, efficiency, schedules and quality within the outbound/Inbound call centre
  • Liaise with agents and third parties to gather information and resolve issues for inbound line
  • Conduct regular meetings to ensure that personnel are well informed of changes in products, services, policies and procedures
  • Maintain uptodate knowledge of industry developments and call centre best practices
  • Manage Quality Assurance of calls to improve quality, minimise errors and track operative performance
  • Ensure that all relevant communications, records and data are uploaded/attached to calls
  • Attend regular meetings with Agents to discuss all matters related to the outbound and inbound call centres
  • Improve Customer Service & Retention Strategies
  • Reach required Scheduled fitments daily on daily outstanding's received.
  • Conduct performance appraisals, provide measurable feedback to assigned personnel and suggestions for improved performance
  • Formulate and implement employee corrective actions as needed including training and/or coaching sessions
  • Compile accurate management reports on call centre statistics and activities
  • Track attrition and absenteeism levels for overall Call Centre, flagging any areas of concern
  • Ensure continuous process improvements and ensure that appropriate awareness benefits are passed to relevant Call Centre staff
  • Monitor timekeeping and payroll records
  • Provide timely and accurate quality assurance on inbound and outbound calls
  • Analyse calls, identify issues, document the problem, the root cause and the corrective action
  • Contribute to the development of training material and company Standard operating procedures
  • Periodically review and update Standard Operating procedures to ensure operations efficiency
  • Contribute to the development of best practice to improve scheduling volumes and quality
  • Live coaching
  • Call listening sessions with team
  • Call Calibration sessions with team and provide full report
  • System training e.g. Pics/all Amber programmes/Planner
  • Checking Disposition accuracy
  • Daily feedback on individual performance
  • PIP performance improvement plans
  • Training of all existing and new products

Minimum qualifications and experience:

  • Matric / Grade 1
  • Relevant qualification/degree advantageous
  • Certificate in Basic Principles of Call Centre (advantageous)
  • Minimum of 2 years in Supervisor / Team Leader role within a call centre environment
  • Minimum 5 years' experience in inbound / outbound scheduling/ sales call centre
  • Excellent verbal and written communication skills
  • Computer Literate (MS Office, Excel, PowerPoint)
  • Great interpersonal skills
  • Demonstrate ability to manage own workload and effectively prioritise activities
  • Ability to manage change and motivate people through it

Attributes:

  • Target Driven
  • Coaching Skills
  • Analytical Skills
  • Integrity
  • Efficient
  • Punctual
  • Disciplined
  • Influencer
  • Patience
  • Attentiveness
  • Assertiveness
  • Sound leadership skills with the capability to motivate and develop staff
  • Clear communication skills
  • Ability to use positive language
  • Action orientated
  • Time Management
  • Planning and Organizing
  • Great work ethic and a willingness to do what needs to be done
  • Attention to detail
  • Problem Solving
  • Ability to perform under pressure and within a fast paced environment
**_Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the mar
  • Call Centre Agent

    2 weeks ago


    Krugersdorp, Gauteng, South Africa Edux Full time

    Call Centre Agent:we sell long term insurance in a call centre environmentlooking for well spoken, positive and energetic individualsNeed the following: Matric Must be SA citizens Have 2 year call centre experience Good in English Computer literate Stay in West Rand area or close toSalary is basic + commission and will be discussed in the...

  • Call Centre Agent

    2 weeks ago


    Krugersdorp, Gauteng, South Africa Sydsen Group (Pty) Ltd Full time

    Call Centre Agent - Client Service in Automotive IndustryFastest growing Automotive Brand in SA is looking for a Client Service Call Centre Consultant. The position will be based in Roodepoort, West RandRequirements:Call Centre ExperienceCustomer CentricAutomotive industry background will be advantageousAvailable to work between 08h00 and...

  • Call Centre Agent

    2 weeks ago


    Krugersdorp, Gauteng, South Africa Sydsen Full time

    Fastest growing Automotive Brand in SA is looking for a Client Service Call Centre Consultant. The position will be based in Roodepoort, West RandRequirements:Call Centre ExperienceCustomer CentricAutomotive industry background will be advantageousAvailable to work between 08h00 and 17h00Duties:Outbound callsEffectively supports customersMaintains high...

  • Call Centre Agent

    2 weeks ago


    Krugersdorp, Gauteng, South Africa NewCo financial planning Full time

    Call Centre sales agent neededwe are looking for experienced call centre sales agents.what you need: Matric SA ID document 2 years sales experience- stay in the West Rand or close to the areaSalary is basic + commission and will be discussed in the interviewApplication Question(s):- where are you located? Do you have reliable transportEducation: High School...


  • Krugersdorp, Gauteng, South Africa Edux Full time

    Sales opportunity availableLooking for energetic and driven call centre agents in and around the west rand area for COMMISSION ONLY sales opportunityRequirements:Matric is a mustHard working and goal drivenPositive attitudePrevious experience in a call centre will be an advantageFull training will be givenJob Type: CommissionSalary: R R111.00 per...


  • Krugersdorp, Gauteng, South Africa Isilumko Staffing (JHB) Full time

    Join Our Team as a Call Centre Agent! Work with one of our clients in the Pharmaceutical Industry. We are looking for a vibrant and hardworking individual to join our team.


  • Krugersdorp, Gauteng, South Africa Bridge Personnel Concepts Full time

    The Supervisor Engineering Rigging is responsible for overseeing all rigging activities in the section or area of responsibility, ensuring strict adherence to the rigging plan, safety protocols, and standard operating procedures. In this capacity, the Supervisor leads the rigging team in safely executing various tasks such as replacing skips, cages, and...

  • Call Centre Agent

    2 weeks ago


    Krugersdorp, Gauteng, South Africa BPO Group Full time

    Werksgeleentheid: Oproepsentrum agent by BPO Group BPO Group is op soek na n dinamiese en energieke oproepsentrum agent om ons span te versterk. As jy tussen 20 en 33 jaar oud is, is dit jou kans om by ons span aan te sluit en deel te wees van 'n suksesvolle maatskappyPosbeskrywing: - Pos: Oproepsentrum agent - Werksure: 8vm tot 5nm - Basiese salaris: Vanaf...


  • Krugersdorp, Gauteng, South Africa Truck Centre Durban Full time

    Job Requirements:_The ideal applicant will possess the following:_Minimum Grade 12 (Std. 10) or equivalent. Relevant tertiary qualification in Transport Management or equivalent will be an advantage. Min 4-5 years' experience within a Monitoring Control Room Control environment, of which 3 years have been in s supervisory position. Relevant supervisory...


  • Krugersdorp, Gauteng, South Africa Fidelity Services Group Full time

    Vacancy: Outbound & Inbound Sales Voice Logging AgentRegion:BosasaReporting to:Call Centre SupervisorOverall purpose of the job:Duties & Responsibilities: Selling multiple Fidelity ADT products and dialling various lead lists "cold calling" Manage large amounts of outbound calls in a timely manner Handling and overcoming client objections, focussing on...


  • Krugersdorp, Gauteng, South Africa Trans Coastal Springs Full time

    Responsibilities Manage Contact Centre query call closures Produce weekly shortage and surplus reports for 3rd party vendors Analyse exceptions and escalate to internal stakeholders to resolve Assist the team with pending exceptions Allocate site investigations to the Settlement Risk Investigators and manage feedback Monthly reconciliation of all client...

  • Sales Agents

    2 weeks ago


    Krugersdorp, Gauteng, South Africa Consumer Central Full time

    JOB TITLE:Outbound Call centre Sales AgentDEPARTMENT:SALESLOCATION:KrugersdorpREPORTS TO:SupervisorPOSITION:FULL TIMEJOB CATEGORY:SALESROLE AND RESPONSIBILITIES:Make outgoing calls daily to a list of people the company provides. The agent must make these calls and achieve the purpose of the call. For example - a sale, loading of debit orders, loans. The...


  • Krugersdorp, Gauteng, South Africa Total Track Full time

    We are looking for Sales Managers / Team Leaders who will have the responsibility of building their own teams through conducting interviews, providing training, and mentoring team members on our products and handling objections effectively. As a Manager, you will need to oversee and guide your team in achieving sales targets on a daily basis to drive...


  • Krugersdorp, Gauteng, South Africa South African Government Department of Labour Full time

    Centre:Labour Centre: KrugersdorpRequirements: Three (3) year National Diploma (NQF6)/Undergraduate Bachelor Degree (NQF 7) in Business Administration/Management; Public Administration/Management; Operations Management. Two (2) years functional experience in registration services.Knowledge:All Labour legislations and Regulations, Private Employment Agency...

  • Financial Advisor

    2 weeks ago


    Krugersdorp, Gauteng, South Africa Premier Wealth Holdings Full time

    Call Centre AgentRequirements: South African Citizen Excellent Communication Skills Must be based in the West Rand Must be in between the ages 19 40 Energetic personality Computer literate Active listeningJob Types: Full-time, PermanentSalary: R4,000.00 per monthAbility to commute/relocate: Krugersdorp, Gauteng: Reliably commute or planning to relocate...

  • Insurance Broker

    2 weeks ago


    Krugersdorp, Gauteng, South Africa Featherway Recruiting Full time

    Reports to: Senior Broker and KIRemuneration: R R15 000Qualifications required:3-5 years short term salesNQF 4RE5Class of businessMust speak fluent English and AfrikaansOwn reliable vehicle and valid driver's licenseResponsibilities include but not limited to:Lead GenerationConverting leads to new business opportunities, face to face or...

  • Telesales Agent

    2 weeks ago


    Krugersdorp, Gauteng, South Africa Diversit-e Smart Trade College Full time

    IntroductionWe are looking for money hungry and well-spoken Booking Agents for our Contact Centre to call generated- and cold leads and qualify them to secure an appointment for our Sales Executives.Duties & Responsibilities: Book appointments for the Sales Executives Ask engaging questions to keep the conversations going Identify Clients' needs and provide...


  • Krugersdorp, Gauteng, South Africa Smollan Full time

    We're on the lookout for an experienced a Regional Hub Manager in Gauteng X2 to deliver the client KPIs (drive sell out, maintain and grow retail assets and retail mapping) through effective in-store execution and building strong business relationships with store owners and their managers.As a Regional Hub Manager you will be responsbile for:Drive sell out...


  • Krugersdorp, Gauteng, South Africa MANTIS Full time

    Job DescriptionJOB PURPOSE & SCOPE.To maintain an effective recruitment procedure to obtain the best talents in the market place at competitive, but with responsible remuneration packages as per hotel policy.To assist the Director of Talent & Culture in ensuring that the Talent & Culture departmental functions are carried out effectively and professionally,...


  • Krugersdorp, South Africa Fidelity Services Group Full time

    **Overall purpose of the job**:As the Call Centre Supervisor you will be accountable for the daily running and management of the Call Centre through the effective use of resources. You will be responsible for the monitoring the call centre environment. The Supervisor will listen to various Scheduling recordings for audit purposes and customer service...

  • Call Centre Agent

    1 week ago


    Krugersdorp, South Africa Edux Full time

    Call Centre Agent: we sell long term insurance in a call centre environment looking for well spoken, positive and energetic individuals Need the following: - Matric - Must be SA citizens - Have 1 - 2 year call centre experience - Good in English - Computer literate - Stay in West Rand area or close to Salary is basic + commission and will be discussed in...

  • Call Centre Agent

    2 weeks ago


    Krugersdorp, South Africa NewCo financial planning Full time

    Call Centre sales agent needed!! we are looking for experienced call centre sales agents. what you need: - Matric - SA ID document - 2 years sales experience - stay in the West Rand or close to the area Salary is basic + commission and will be discussed in the interview Application Question(s): - where are you located? - Do you have reliable...


  • Krugersdorp, South Africa Edux Full time

    Sales opportunity available Looking for energetic and driven call centre agents in and around the west rand area for COMMISSION ONLY sales opportunity **Requirements**: Matric is a must Hard working and goal driven Positive attitude Previous experience in a call centre will be an advantage Full training will be given **Job Type**:...


  • Krugersdorp, South Africa Edux Full time

    Sales opportunity available Looking for energetic and driven call centre agents in and around the west rand area for COMMISSION ONLY sales opportunity **Requirements**: Matric is a must Hard working and goal driven Positive attitude Previous experience in a call centre will be an advantage Full training will be given **Job Type**:...


  • Krugersdorp, South Africa Edux Full time

    Sales opportunity available Looking for energetic and driven call centre agents in and around the west rand area for COMMISSION ONLY sales opportunity **Requirements**: Matric is essential, applicants with no matric will not be considered for this position Hard working and goal driven Positive attitude, and able to work in a team Previous experience in...

  • Call Center Manager

    3 weeks ago


    Krugersdorp, South Africa TOTAL TRACK Full time

    Job Specification: Call Center Manager Position Overview: Key Responsibilities: 1. Leadership and Team Management: - Lead, motivate, and develop a team of call center agents, supervisors, and trainers. - Provide ongoing coaching, performance feedback, and training to enhance team members' skills and optimize their performance. - Foster a positive,...

  • Call Centre Agent

    2 weeks ago


    Krugersdorp, South Africa BPO Group Full time

    Werksgeleentheid: Oproepsentrum agent by BPO Group BPO Group is op soek na n dinamiese en energieke oproepsentrum agent om ons span te versterk. As jy tussen 20 en 33 jaar oud is, is dit jou kans om by ons span aan te sluit en deel te wees van 'n suksesvolle maatskappy! Posbeskrywing: - Pos: Oproepsentrum agent - Werksure: 8vm tot 5nm - Basiese salaris:...


  • Krugersdorp, South Africa Fidelity Services Group Full time

    **Vacancy: Outbound & Inbound Sales Voice Logging Agent** **Region**:Bosasa **Reporting to**:Call Centre Supervisor ***Overall purpose of the job**: **Duties & Responsibilities**: - Selling multiple Fidelity ADT products and dialling various lead lists “cold calling” - Manage large amounts of outbound calls in a timely manner - Handling and...


  • Krugersdorp, South Africa Total Track Full time

    Sales Managers / Team Leaders will be expected to recruit their own teams by interviewing candidates, train and coach their team members in both our products as well as objection handling. Managers have to manage their teams from a sales perspective on a day to day basis to achieve their targets.


  • Krugersdorp, South Africa Total Track Full time

    Sales Managers / Team Leaders will be expected to recruit their own teams by interviewing candidates, train and coach their team members in both our products as well as objection handling. Managers have to manage their teams from a sales perspective on a day to day basis to achieve their targets.


  • Krugersdorp, South Africa Fidelity Services Group Full time

    **Overall purpose of the job**: **Duties & Responsibilities**: - Selling multiple Fidelity ADT products and dialling various lead lists “cold calling” - Manage large amounts of outbound calls in a timely manner - Handling and overcoming client objections, focussing on Opening, Closing, Telephone Etiquette etc. - Achieving daily and monthly sales...


  • Krugersdorp, South Africa South African Government Department of Labour Full time

    Centre: Labour Centre: Krugersdorp Requirements: Three (3) year National Diploma (NQF6)/Undergraduate Bachelor Degree (NQF 7) in Business Administration/Management; Public Administration/Management; Operations Management. Two (2) years functional experience in registration services. Knowledge: All Labour legislations and Regulations, Private Employment...


  • Krugersdorp, South Africa Broll Property Group Full time

    **POSITION PURPOSE** **RECEPTIONIST / OFFICE ADMINISTRATOR / PERSONAL ASSISTANT DUTIES**: - To provide administrative and secretarial support at our Centre Management office. - The responsibilities are mainly focused on the front desk and with the first impression and good effective communication skills presenting Cradlestone Mall Management. - Acting as...


  • Krugersdorp, South Africa Career Crew (Pty) Ltd Full time

    Responsible for assisting in the smooth running of the Debt Review & Administration department. Responsible for all back-office operations end to end processes, ensuring all required outcomes are met in line with our prescribed policies and best practice, while providing support on administrative duties, and reaching sales targets. **Key Responsibilities...


  • Krugersdorp, South Africa MANTIS Full time

    Job DescriptionJOB PURPOSE & SCOPE.To maintain an effective recruitment procedure to obtain the best talents in the market place at competitive, but with responsible remuneration packages as per hotel policy.To assist the Director of Talent & Culture in ensuring that the Talent & Culture departmental functions are carried out effectively and professionally,...