Contact Centre Supervisor

2 months ago

Johannesburg, South Africa South Point Management Services (PTY) Ltd. Full time

**GENRELA PURPOSE**

**PRINCIPAL RESPONSIBILITIES**
- Drive results through others
- Meeting and exceeding sales and service objectives

**GENERAL RESPONSIBILITIES**

**Operations**
- Ensure the effective and efficient running of the Call Centre.
- Ensure that the contact centre KPIs are met.
- Keep up to date with business development and new product lines
- Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
- Manage team’s schedule adherence
- Ensure monthly timesheets submissions are completed on time.
- To report any equipment defects, faults or breakdowns promptly to the relevant department.
- Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
- Work with the management team to identify and deliver positive change and business efficiencies
- Deliver the allocated part of the operation within agreed budgets, service levels and business targets
- Stakeholder management - foster good relationships with all internal departments and cross-functional teams.
- Work with other departments on project execution.
- Escalate any appropriate problems to senior management
- Support senior management to highlight operational risks and areas for improvement
- Support senior management to deliver business targets and objectives and create a performance orientated culture
- Support senior management to highlight operational risks and areas for improvement

**Sales and Service**
- Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
- Drive Sales and Performance
- Distribute and manage leads
- To co-ordinate outbound activities/ tasks to support the delivery of business objectives
- To respond to online queries received via all written correspondence channels.
- To handle and resolve complaints relating to the contact centre in a professional and effective manner.
- To collate, analyse and utilise channel statistics to manage and improve the sales / service performance of the contact centre team.
- Complete administrative duties as required daily, weekly and monthly

**People**
- Work closely with the team, motivating and coaching them
- Take responsibility for the day-to-day supervision of any direct reports.
- Delegate tasks as and when appropriate to team members to ensure the effective and efficient running of the department.
- Develop staff through coaching, advice and motivational techniques to help the Contact Centre teams to maximise the potential
- Hold regular one-to-one meetings and performance reviews with the Sales and Service Agents.
- Speedily identify and address any staffing issues with or between team members when appropriate, or refer any such circumstances to the appropriate department or manager for resolution.
- Performance manage all team members and offer feedback.
- Attend / host department meetings.
- Attend all staff meetings and training sessions as and when required.
- Comply with Health and Safety rules and regulations and ensure that contact centre team members do the same.
- Ensure that you measure and manage the team’s performance to achieve hourly, daily, weekly and monthly input and output targets.
- Ensure that you conduct weekly and monthly performance reviews with your team and formulate action plans to improve performance.
- Ensure that you provide on the floor support and guidance to Agents through active leadership, presence, engagement and involvement.
- Always encourage team members to excel in performance requirements.
- Ensure that you create and maintain a high-quality work environment so that the team members are motivated to perform at their highest level.
- Always generate and share comprehensive and detailed reports on team performance.
- Ensure that you coach and develop the Agents to ensure the quality of delivery meets the appropriate standards on a service and sales perspective.
- Ensure training and development plans are maintained for all team members

**Reporting**
- To create weekly MI reports, monthly operations reports and
- any other ad hoc reports requested by the Contact Center Manager
- To support other areas of the business as required with outbound calling to guests and product testing.

**Closing Date : 15 November 2024**

**Job Type**: Temporary
Contract length: 3 months

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