Call Centre Supervisor

4 weeks ago

Johannesburg North, South Africa Nova Connect Full time

**MAIN PURPOSE OF POSITION**
- Provide dynamic leadership to our warm up team.
- Guide and motivate the team.
- Achieve required daily and monthly targets.
- Manage employee turnover rate.
- Focus on consistently improving performance and process.
- Implement an annual performance review process for all team leaders

KEY ACCOUNTABILITIES:

- Efficiently manage day to day operations of outbound call centre
- Implement call centre processes, strategies and operations
- Conduct performance reviews for all team leaders
- Identifying training needs
- Developing and defining learning objectives for training sessions.
- Ensure optimal number of agents are recruited and trained on a continuous basis, recruiting and training for quality and not just quantity
- Develop a Rewards & Recognition programme
- Manage resource capacity planning and utilization thereof to support the achievement of sales targets, volumes, operational budgets and campaign plans.
- Develop work routines in line with operational plans/schedules in order to manage achievement of service delivery goals.
- Establish a high standard for productivity and quality
- Prepare annual budgets working together with head of call centre
- Summarize, collect and analyze call centre trends and data for regular performance reports.
- Monitor call metrics; track effectiveness in call time, quality and customer experience
- Conduct feedback sessions with team members using recorded calls as learning tools
- Provide weekly and monthly reporting
- Drive and set daily targets
- Drive strategic focus areas and best practices
- Recruitment - following company best practise
- Ensure smooth onboarding and offboarding process for all staff
- Management of team leads - provide guidance, advice, mentorship and coaching
- Achieve targets within specified acquisition parameters, including but not limited to conversion rates, acquisition costs
- Compliance - ensuring compliance requirements are meant
- Industrial Relations - handling disciplinary cases, administration, representative in hearings

**Requirements**:

- Grade 12
- Minimum 2 years outbound call centre management experience
- Call Centre Industry knowledge
- Excellent communication skills - both written and oral.
- Prioritization, time management and organizational skills
- Computer literate; MS Office package.
- Own transport needed

Personal Qualities
- Strong coaching and leadership skills, ability to motivate employees.
- Self-driven person who can take initiative with mínimal guidance
- Proactive - capable of identifying and initiating change
- Positive and energetic
- Structured and detail orientated but able to work in an unstructured environment
- Lead from the front
- Attention to detail
- Target driven
- Exceptional communication, interpersonal and customer service skills

**Salary**: From R8,000.00 per month

Ability to commute/relocate:

- Johannesburg North, Gauteng: Reliably commute or planning to relocate before starting work (preferred)

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