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Call Centre Supervisor

5 months ago

Cape Town, South Africa Buffalo International Logistics Full time

Job summary :

We are seeking a motivated and experienced Call Centre Supervisor to join our team. The Call Centre Supervisor will be responsible for overseeing the daily operations of our call centre, ensuring that agents meet performance targets, providing coaching and training to improve agent performance, and managing escalated customer inquiries. The ideal candidate will have strong leadership skills, excellent communication abilities, and a passion for delivering exceptional customer service.

Responsibilities:

  • Supervise and manage a team of call centre agents.
  • Monitor agent performance and productivity levels to ensure targets are met.
  • Provide ongoing coaching and training to agents to improve performance and customer service skills.
  • Handle escalated customer inquiries and complaints, resolving issues in a timely and efficient manner.
  • Conduct regular performance evaluations and provide feedback to agents.
  • Develop and implement strategies to improve overall call centre performance and efficiency.
  • Ensure adherence to company policies and procedures.
  • Prepare reports on call centre performance metrics, including call volume, response times, and customer satisfaction.
  • Collaborate with other departments to address customer issues and improve processes.
  • Stay updated on industry trends and best practices in call centre management.

Requirements:

  • Bachelor's degree in business administration or related field preferred.
  • Proven experience in a call centre environment, with at least 2 years in a supervisory role.
  • Excellent leadership and interpersonal skills.
  • Strong communication skills, both verbal and written.
  • Ability to multitask and prioritize in a fast-paced environment.
  • Proficiency in call centre software and computer systems.
  • Knowledge of customer service principles and practices.
  • Ability to analyze data and generate reports.
  • Flexibility to work additional hours, weekends, and holidays as needed.

 

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