Call Center Supervisor

7 months ago

Cape Town, South Africa Right People Solutions Full time

**Call Centre Supervisor**

**CBD**
- **2 to 3 years supervisory experience within a Call Centre environment with some basic Quality Assurance experience**:

- **Matric is minimum requirement**
- Experience working on Word, Excel, Outlook
- Good leadership, leading from the front
- Super customer centric and energetic
- Highly results driven
- Willing to go to all lengths to resolve client issues/queries
- High team orientation
- Exceptional verbal and written communication skills
- Pro-active and energetic
- Excellent organisational and administration skills with strong attention to detail
- Good planning skills
- Ability to work independently and handle multiple tasks
- Ability to work well under pressure
- Be able to work shifts as per the department roster (latest shift is until 18.00, 1 Saturday per month, no Sundays)

**Daily functions**
- Managing service levels and conversions to improve efficiency and effectiveness
- Be responsible for leading, guiding, developing, supporting and managing a team of Agents, while ensuring that service levels and conversion targets are met, key performance requirements are achieved and delivered in line with operational requirements, processes and systems.
- Ensure that staff members are motivated and performing at their best
- Staff scheduling
- Staff training and coaching
- Staff performance monitoring
- Managing of misconduct and poor performance
- Performance feedback and counselling
- Interpretation and action on dashboard information and statistics

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