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Call Center Supervisor

4 weeks ago

Johannesburg, South Africa MAFA and Associates Inc Full time

KEY RESPONSIBILITIES:

- Assisting in the formulation of targets for individuals and teams.
- Hiring and on boarding new employees.
- Answering questions from staff and providing guidance and feedback.
- Anticipate escalation and take over calls when needed.
- Devise ways to optimise procedures and keep staff motivated.
- Measure performance with key metrics such as call abandonment, calls waiting etc
- Ensure adherence to policies for attendance, established procedures etc. -Prepare Weekly, monthly /annual results and performance rep

MINIMUM REQUIREMENTS:

- Matric/National Diploma/Degree in Communications or relevant Qualification
- Proven experience as Call Centre Supervisor or similar supervisory position
- Experience in Customer service is essential -Proficient in English; Good knowledge of additional languages will be a definite plus
- Working Knowledge of MS Office
- Tech savvy with knowledge of telephone equipment and relevant computer programs
- Knowledge of performance evaluation procedures
- Outstanding communication and negotiation abilities
- A results-oriented approach
- Excellent organizational and leadership skills
- Ability to work under pressure
- A detailed CV
- Certified Copies of Full academic records
- Certified Copy of National Diploma/Degree
- Certified Copy of the Identity document

STARTING: AVAILABLE TO START IMMEDIATELY DATE ISSUED: 18 JANUARY 2023 CLOSING DATE: 27 JANUARY 2023

Ability to commute/relocate:

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

**Education**:

- Diploma (preferred)

**Experience**:

- Call Center Supervisor: 2 years (preferred)

**Language**:

- English and other languages (preferred)

Application Deadline: 2023/01/27

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