Vas Supervisor

**Role Purpose**

Are you an experienced professional with a passion for supervising teams? Look no further We are currently seeking a skilled and motivated VAS Supervisor to join our dynamic Assist Team in Digicall.

The VAS Supervisor is responsible for ensuring that the team consistently achieves the service level agreements. This is to be achieved by effective and consistent management of the team and schedule adherence.

**QUALIFICATIONS**
- Grade 12 or equivalent NQF level 4
- Call Centre qualification
- Advantageous: B Degree

**EXPERIENCE**
- Min 5 years’ experience in a similar call centre environment.
- Min 2 years’ team leader experience in a similar environment.
- Roadside experience will be an advantage.

**RESPONSIBILITIES**

**General**
- Ensure that you meet all deadlines set at all times.
- Ensure that the Quality Management recommendations are implemented.

**Supervisor**
- Maintain a minimum 85% and maximum 100% service level.
- Ensure that there is enough staff on duty and arrange more staff should there not be enough staff.
- Test all phones and systems to ensure it works properly before and after shift.
- Escalate any problems to management or the IT department to resolve.
- Attend meetings where necessary.
- Continuously monitoring that the appropriate assistance is being rendered timeously.
- Supervision of all staff by monitoring agent movement, activity and productivity on real-time-basis.
- Monitor staff productivity continuously and ensure that there is enough staff on the floor to deal with all the call volumes and managing staff breaks around the daily requirements of the call centre.
- Provide support to agents, product information and problem solving support when required.
- Ongoing performance evaluation of staff and monthly performance discussions with all staff to ensure that staff performs at minimum required level as set out by the Supervisor.
- Solving staff and client queries.
- Summarize all complaints and send to Complaints Agent to provide formal feedback to the client.
- Provide feedback to all clients who experienced issues on that day before the close of business and if a query has not been resolved, to ensure that it is handed to the shift swap Team Leader / Supervisor and that the client is made aware that the matter is still being addressed.
- Submit the daily call center performance report.

**Call Centre duties**
- Validate the client’s record.
- Log all the relevant details accurately and complete all relevant CRM fields based on the client’s request and information.
- Ensure continuity of service delivery by answering all incoming and internally transferred calls timeously and professionally.
- Effective and professional call attendance within required call duration service level criteria.
- Analyze the nature of assistance requested or further action required.
- Explain the benefits and limits applicable.
- Identify, implement and coordinate appropriate solutions.
- Summarize and collate case related communications in the case register.
- Immediately act upon any omissions or service failures identified during the course of the case management.
- Escalate unresolved complaints to the Supervisor or Manager without delay.
- Manage client expectations by communicating the workflow effectively.
- Ensure all claims are followed up and that the follow up queue is reflecting zero at 18h00.
- Update the client on the progress of the claim.
- Make detailed notes of any changes or amendments on claims on the notes of that claim.
- Tag all calls.

**Competences**
- **Empowering Individuals**: Empowering others by motivating, inspiring and encouraging them.
- **Providing Insights**:

- Is focused on continuously improving things; provides insights by identifying key issues; makes intuitive judgments.
- **Establishing Rapport**:

- Builds rapport and puts people at ease; is engaging and welcomes people; finds it easy to make friends.
- **Making Decisions**:

- Is determined and decides on actions; willingly assumes responsibility; is definitive and stands by own decisions.
- **Directing People**:

- Is comfortable leading people; coordinates and directs groups; seeks to control things.
- **Resolving Conflict**:

- Is comfortable calming upset people; handles angry individuals well; is focused on resolving conflict and arguments.
- **Understanding People**:

- Good at listening and understanding how others are feeling and why people behave as they do. Is attentive and understands what motivate others.
- **Interacting with People**:

- Very lively, talkative and projects enthusiasm. Is focused on interacting and networking with people.
- **Articulating Information**:

- Presentation oriented, good at explaining things and confident when meeting new people.
- **Showing Composure**:

- Stays calm and relaxed during events; is not worried and tolerates stress levels; is composed in dealing with pressure.

**Experience**:

- call centre: 5 years (required)
- custom