Junior Call Centre Supervisor
3 weeks ago
Assisting in the formulation of targets for individuals and teams
- Answering questions from staff and providing guidance and feedback
**Job brief**
We are looking for a competent **Junior Call centre supervisor** to organize and direct the staff of our call centre. You will be responsible for assessing their work and give them feedback to maximize performance.
The goal is to achieve drive excellent performance from your team that will bring sustainable business growth.
**Responsibilities**
- Assist in the formulation of targets for individuals and teams
- Answer questions from staff and provide guidance and feedback
- Devise ways to optimize procedures and keep staff motivated
- Training, coaching, and leading call centre representatives as they provide support for customers
- Ensure adherence to policies for attendance, established procedures etc.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Assisting other management team members in identifying trends and establishing call centre goals.
- Keep management informed on issues and problems
**Requirements and skills**
- Diploma or equivalent
- Proven experience as call centre supervisor or similar supervisory position
- Experience in customer service is essential
- Proficient in English; Good knowledge of additional languages will be a definite plus
- Working knowledge of MS Office
- Tech savvy with knowledge of telephone equipment and relevant computer programs
- Knowledge of performance evaluation procedures
- Outstanding communication and negotiation abilities
- A results-oriented approach
- Excellent organizational and leadership skills
- Ability to work under pressure
- Knowledge of management principles and familiarity with company products, services, and policies
- Strong coaching and leadership skills, ability to motivate employees.
- Decisiveness and attention to detail.
**_Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate._
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