Call Centre Supervisor

1 week ago


Randburg, South Africa Shoprite Group Full time

Closing Date
2023/03/09
- Reference Number
SHO230302-3
- Job Title
Call Centre Supervisor
- Job Type
Permanent
- Location - Country
South Africa
- Location - Province
Gauteng
- Location - Town or City
Randburg - Computicket House
- Purpose of the Job
- To support and coordinate the functions of the business from call centre perspective.
- All aspects of overseeing Call Centre Agents.
- Management of service levels within the Call Centre environment.
- Job Advert Details
- Job Category
Other
- Job Objectives
- Scheduling of shifts
- Dealing with client/customer queries
- Responsible for giving relevant feedback to management and staff
- Set and maintain departmental standards
- Managing shift discipline
- Drawing of Reports
- Updating Report
- Creating codes for Agents
- Overseeing agents timesheets
- Coaching of staff
- Ensuring Performance Management is implemented correctly, and all necessary documentation is completed.
- Ensuring up-to-date product knowledge at all times
- Ensuring all deadlines are met
- General admin related to the position
- Any other reasonable and lawful duties
- Qualifications
- Matric (Grade 12)
- 3 years National Diploma or equivalent
- Experience
- Call Centre Supervisor experience preferred 3 - 5 years
- PC literate
- Good Communication skills
- Organizational skills
- Analytical thinking and decision making
- Business and Commercial Awareness
- Creative and Innovative thinking
- Achievement driven
- Customer focused
- Quality Orientation
- Self-Control and Self Development
- Knowledge and Skills
- Management of service levels
- Scheduling of shifts
- Dealing with Client/Customer queries
- Feedback to management and staff
- Set and maintain departmental standards
- Managing staff discipline and hearings
- Coaching and training of team members (min of 15 agents)
- All aspects of overseeing Call Centre Agents.
- Management of service levels within the Call Centre environment.


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