Supervisor : Call Centre (2675)

2 weeks ago


Centurion, Gauteng, South Africa The South African National Roads Agency Full time
Job title : Supervisor : Call Centre (2675)Job Location : Gauteng, CenturionDeadline : April 06, 2025Quick Recommended Links
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MINIMUM REQUIREMENTS

  • Matric
  • Twelve months or more experience in a call centre environment at a Supervisory Level

KNOWLEDGE AND EXPERIENCE

  • 2 years supervisory experience in a corporate call centre environment.

KEY RESPOSIBILITIES

Call Centre Management

  • To supervise the achievement of daily, weekly and monthly required Call Centre Customer Service Levels
  • To supervise and address compliance to all established policies, procedures, work instructions and other supporting documentation to achieve the Call Centre Key performance objectives
  • To jointly identify and coach/facilitate skills training needs
  •      required to achieve the performance objectives of the call centre operations.

Telephony capacity and Functionality

  • To monitor the functionality of Website Enquiries and related call centre technologies required to achieve daily Website Enquiries operational requirements.
  • To supervise, address and report on daily website enquiries statistics

Provision of Customer service solutions

  • To measure and monitor of end to end customer service delivery in the website enquires for all Road Users on identified    tolling networks.
  • To assign and supervise operator tasks within the productivity and quality management programme and
  •      reporting on progress of improvement plans so that the call centre key performance objectives are achieved.

Provision Account of management services

  • To supervise and monitor the delivery of real time account management services to Road Users accessing the telephonic and online customer service channels in order to register, query and/or make payments against their TCH e-toll accounts.
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