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Customer Success Supervisor

1 month ago

Cape Town, South Africa ESET Full time

**The Company**:4D Innovations Group (Pty) Ltd t/a **ESET Southern Africa**

**Role Name**: Customer Success Supervisor

**Location**: Belmont Square, Rondebosch, Cape Town

**Type of Position**:Full-time

**Hours of work**: Monday - Friday, 08:30 to 17:00

**Role summary**

The Customer Success Supervisor ensures the team performance against agreed metrics of all customer service providing employees in the contact Centre, and achievement of operational targets of the company. This includes technical support and sales teams. The Customer Success Supervisor facilitates co-operation between the different teams, fostering a pro-active and positive environment, ultimately ensuring exemplary customer service levels through coaching, training and development of all customer facing teams.

**Leadership**:

- Create a culture focused on delivering results and ensuring quality and drive a climate conducive to achieving assigned targets
- Manage the contact Centre operation efficiently and effectively, demonstrating great leadership and a passion for sales and service delivery
- Align operations strategies with overall business plans

**Customer Success Management**:

- Handling the most complex customer complaints or enquiries
- Ensure the delivery of the highest quality of service to all Customers, Partners and Suppliers
- Operational Planning & Managing the daily running of the call Centre operations
- Meet performance targets designed to ensure, efficiency, sales and exemplary quality
- Continually reevaluate the technology, systems, procedures and processes of the operations to ensure the highest efficiency and quality

**Performance and Training**:

- Performance Management of Contact Centre Resources
- Effective utilisation of Reports for strategic performance improvement
- Assess and manage team members' performance, and to provide feedback and support for improvement
- Ensure all contact centre performance targets are met by empowering, motivating and developing an operational team to achieve desired results
- Design and deliver effective training programs:

- Managing the development of skills within the team, ensuring all necessary training is provided, delivered on time and on budget
- Coaching team members to improve their skills and performance
- Strong emphasis on mentoring staff to retain, coach, develop and motivate team to be the best they can possibly be for themselves and the business
- Use a variety of training methodologies, such as e-learning, classroom training, mentoring, coaching and on-the-job training
- Identifying skills and knowledge needs required in the contact centre teams, ensuring individual personal development plans and training to uplift skills and knowledge
- Collaborate with other leaders and team members to ensure that skills development is aligned with organisational goals and strategies

**Management Reporting**:

- Oversee automation of key metrics, thereby ensuring reporting and live status from within Zoho Reporting dashboard
- Reviewing, in tandem with management, the performance of staff, identifying training needs, planning and facilitating training sessions for contact center resources
- Report weekly to senior management on performance of team, problems and queries, projects and relevant information

**Inter Team collaboration**:

- Liaising with managers, team leaders, support teams, clients and third parties to gather information and resolve issues
- Escalating all queries to the relevant teams and senior management
- Implement sales and operational campaigns and projects for senior management
- Present issues and possible solutions to all problems identified in the operations and staff of teams
- Relationship management with ESET HQ stakeholders where necessary

**Educational qualifications/Experience**:

- Minimum 4 Years in Call Centre Environment, of which minimum 2 years on Senior Team Leader Level
- Experience in managing a technical call Centre environment preferable

**Skills & Knowledge Required**
- Analytical
- Self-Confidence
- Proactive Thinking, Taking initiative & innovative thinking
- Problem solving and decision making
- Strong planning and organising skills
- Strategy, change and business planning
- Understanding of Call Centre Metrics and Calculations
- Knowledge of Call Centre technology, systems & processes
- Working knowledge of Performance Management and Development principles & practice
- Knowledge of Quality Management principles & best practice
- Knowledge of HR and IR principles & practice
- Excellent written and oral communication skills
- Interpersonal sensitivity & Conflict management
- Influencing, Negotiating & Persuasiveness
- Ability to work under pressure, Crisis Management and High Level of Urgency

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