Call Centre Supervisor

2 weeks ago

Johannesburg, South Africa CBRE Excellerate Full time

**Main purpose / objective of the position**:
**Experience / Education / Skills**:
Matric/Grade 12 or any form of tertiary qualifications Preferably previous call center experience Able to work well in a team environment and under pressure Excellent oral and written communications skills High level of Accuracy Good problem-solving skills Approachable, Reliable, Assertive Adaptable to change Strong time management Accuracy Trustworthy Must be fluent in English / Afrikaans and a third language (Portuguese) will be of an advantage Non-negotiable Requirements: For this specific position fluency of Portuguese is an absolute requirement Must be able to work weekends Must be able to do standby shifts after hours Own Transport Non-smoker

**Prime Duties and Responsibilities**:
Assumes responsibility for ensuring the smooth functioning of the call center Monitoring the wall board - ensuring that there are enough agents available - to reduce the abandonment rate Managing the agents breaks Managing the Quotation mailbox - to ensure that all request is actioned.
- Providing effective client correspondence and communication:_
- Telephonically
- E-mail
Manage and resolve client / supplier complaints, queries and call out requests Provide client / supplier with service information Identify and escalate priority issues Document all call information according to standard operating procedures in our CAFM system Ensuring deadlines are met according to the process and procedures as well as the SLA Conduction follow ups - on all open works orders with contractors Monitoring the floor ensuring that there is sufficient staff to meet the call volume requirements Will be responsible to ensure all staff gets a break - while maintaining the answering rate of 95%.
- Communication and Correspondence:_
- Interaction with clients and contractors should be conducted in a professional manner.
- Mail and telephone etiquette should be adhered to always.
- Promotes goodwill and a positive image of the Company.
- Standard greeting is used - agents name is to be supplied always.
- Ensuring that further assistance is always offered before ending the call.
- Detail:_
- Needs to be checked and confirmed with the client.
- Updated if the need arises.
- Contractors’ details are supplied and confirmed.
- Works orders are confirmed and distributed within 15 min after request have been captured - ensuring that the SLA is met at all times.

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