Gyro Noc Supervisor

**Purpose**
The main responsibility of the Supervisor is to manage the operations (contracts assigned to you) and staff. Accountable for the overall performance against set SLAs.

**Key Roles**
- Manage operations within allocated budget
- Continuously monitoring of SLA targets
- Monitoring of post call surveys
- Continuously monitor and evaluate agents works to ensure quality, and timely execution as per service standard and client requirements
- Continuously monitor shift schedule adheres
- Log in and log outs
- Schedule and unscheduled breaks
- Absenteeism
- Continuously monitor of absenteeism (planned and unplanned) as well as capturing on SAP within 48 hours of return
- Identifying skill requirements of staff and ensure development for optimum performance and career development
- Bi-monthly performance sessions

**Core Competencies**:

- To be able to effectively use the necessary systems to assess staff quality
- Monitoring of trends in improvement or deterioration on staff performance and quality initiatives through staff performance and one on one sessions
- Ensuring quarterly IPC’s are completed for staff and documented
- Ensure that target(s) are achieved on a daily, weekly and monthly basis in order to meet set SLA target(s)
- Evaluate current processes and suggestion changes/improvements where possible
- Assist in doing training / re-training where needed and/or advice by Contact Centre Management
- Ensuring that disciplinary actions is taken timeously for poor performance and time management
- Conducting bi-weekly green area meeting with staff
- Recruiting of new staff where needed
- Submitting of daily / weekly / monthly reports
- Interacting with Bidvest Facilities Management IT on system problems
- Rolling out of all new processes

**Learning and Growth**
- Maintain a transfer of skills and knowledge
- Ensure self-development in the related fields

**Knowledge / Qualifications and experience**
- Grade 12
- Excellent understanding of a contact centre and admin support environment essential
- Call Centre management certificate would be an advantage
- 2 - 5 years’ experience in Call Centre management
- Computer packages essential
- Good listening, verbal and written communication essential
- Good product and process knowledge related to Facilities management, Plant Maintenance, CRM, Property Solution, HR, Supplier Chain, Soft Services and Workplace Services.
- Excellent/Good knowledge on Bidvest Facilities Management products
- Thorough knowledge on most Bidvest Facilities Management systems essential
- Experience in management report writing essential