Supervisor Nerve Centre

2 weeks ago

Cape Town, South Africa Vodafone Full time

**Role purpose**:
The Supervisor will be responsible for driving the success of the call centre business through the continuous and constant evaluation; support and development of the teams within their areas of responsibility from a traditional operations support into digital operations support by blending customer operations and digital (Tribe) activities. She/He will also be responsible for providing operational reports and trend analysis related to issues impacting contact centre service level performance and agent productivity.

**Your responsibilities will include**:
To build and maintain productive relationships with key role players such as Outsourced Partners, NMG, CIC, IT, CCS, BSG and Operations.
To liaise with products and engineering teams in order to resolve failures and understand Vodacom’s network and products
To ensure availability of all contact centre systems through effective and efficient escalation of failures to NMG, CIC or IT to ensure quick resolution.
To ensure escalation of reoccurring failures to the Specialist Business Insights for analysis.
To actively seek out and implement monitoring tools to proactively identify potential failures
To monitor all customer touch points, Website, eServices, Chat, Social Media, CBU and EBU and provision for future retail store monitoring.
To transition the contact centre support processes and outputs from traditional contact centre support into a digital operation support construct by blending customer operations and digital Tribe activities
To provide rich reporting and trend analysis which could be utilized at an Exco level to understand challenges relating to contact centre performance, agent productivity, digital journey failure impacts, system failure impacts and network failure impacts

**Staff Management**
Manage and direct the activities of team. Supervising, planning, and managing functions
Ensure that there is complete and adequate workforce planning in place i.e. that there is adequate coverage throughout the day
Communicate clear expectations for performance and attendance, and hold agents accountable for delivering on what’s expected
Provide consistent performance related feedback to staff and manage all performance related matters
Ensure that daily; weekly and monthly metrics are maintained
Provide coaching, evaluation and assistance to agents regarding performance and work duties while assuring accomplishment of established Key Performance Requirements

**Delivering results - OWN**
The Supervisor assumes responsibility for achieving against defined targets for respective teams e.g. achieving FCR, call volume reduction, service levels
Provide problem solving and call escalation assistance to teams
Manage and support the role out of new services, processes and product integrations
Ensure team adherence to policies; procedures and regulations
Manage client expectations for call handling procedures and service level expectations
Identify customer trends and communicate proposed changes or department needs Call Centre Performance Leads

**Quality Assurance - SOLVE**
Support the call centre metrics through coaching; modelling behaviours and technical expertise

**Adhoc**
Other duties as operationally required

Matric is essential
Relevant diploma or degree is essential

3 to 5 years’ experience in:
Customer Support or Fault Management is essential
Customer Care / Contact Centres is essential
2nd line Support is essential
General management skills is essential
3 years Leadership or Supervisory role is essential
Stakeholder engagement is essential

**OR**

Matric is essential
3 to 5 years experience in:
Customer Support or Fault Management is essential
Customer Care / Contact Centres is essential
2nd line Support is essential
Stakeholder engagement is essential
1 year Supervisory or leadership experience an advantage

**Core competencies, knowledge and experience**:
Ability to work cross functionally in order to achieve desired results
Fault management
Ability to analyse operational performance data and identify problems in early stages
Customer focus with regards to understanding the service being delivered
Customer Orientation is key
Knowledge of contact centre systems is key
Able to motivate others
Cost conscious without sacrificing results
Knowledge of Contact Centre systems is strongly preferred (e.g. ICAP, EPPIX, Morpheus knowledge)
Labour Relations knowledge is strongly preferred
Crisis and or Fault Management knowledge is desirable

Closing date for Applications**: 15 November 2023.**

The base location for this role is, **Techno Centre, Cape Town.**

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.

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