Call Center Supervisor

5 days ago

Cape Town, South Africa RJPersonnel Full time

3years
- Daily monitoring of the reports generated by the Realtime agents for;
- Calls taken
- Case, FCR, follow up
- Chats Resolved/Unresolved (Social Media)
- Agility Tickets Resolved/Unresolved (Agility Support, FCR, Follow up tickets)
- Work with Realtime agents to ensure all the reporting required is in place
- Ensuring Overtime, Shift and Leave submissions are submitted correctly and on time
- Break times and schedules
- Monitoring Contact Centre agents have swift responses from Second line agents regarding queries
- Tracking of the hourly call drivers and flagging of spikes in call volumes

**Qualifications and Experience**:

- Must have passed matric
- Clear Criminal Record
- 3 - 5 years call center team leader/supervisor experience
- Must be able to work shifts

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