Shift Supervisor: Monitoring Operations
3 days ago
Job Overview
We are seeking an experienced Shift Supervisor to join our team at Tracker South Africa. As a key member of our Monitoring Control Centre, you will be responsible for the daily management of your allocated shift and leading a team of diverse individuals.
The successful candidate will have excellent communication skills, be self-motivated, and possess the ability to motivate and develop their team members to optimize departmental success.
Main ResponsibilitiesOperational Management
- Continuously monitor and assess call performance, implementing corrective actions as required.
- Manage day-to-day operations in the customer service department, ensuring adherence to company standards.
- Provide expert support and guidance to staff members on tasks and responsibilities.
- Mentor and develop staff to drive operational efficiencies and meet customer service targets.
- Oversee team-level budgeting, aligning with departmental objectives and taking necessary steps to meet financial targets.
- Monitor and manage agents' overtime and standby schedules to ensure compliance with BCEA legislation and maintain optimal service levels.
Customer Query Resolution
- Investigate and respond to internal and external customer queries, adhering to quality and time standards.
- Manage the supervisor's inbox continuously, responding to emails and queries as per agreed standards.
- Handle all escalated customer inquiries effectively.
Trend Analysis and Signal Management
- Ensure that signal response rates meet or exceed agreed SLAs.
- Analyze signals received, prioritizing them without undue delays.
- Conduct Automated Voice Machine analytics to optimize system performance.
- Coordinate handovers of signals from staff members.
- Deliver training and coaching to staff on correct procedures.
People Management
- Collaborate in determining staffing requirements to meet business needs.
- Build high-performing teams by selecting, developing, coaching, and motivating staff to reach maximum potential.
- Manage staff according to company policies, including appraisals, discipline, development, training, and goal-setting.
- Foster a culture of excellence within the department.
- Set employee goals and objectives aligned with departmental strategy.
- Develop staff to maximize potential, including succession planning.
- Monitor and discuss staff performance, focusing on meeting KPIs.
- Ensure regular staff meetings align with strategic objectives and deliverables.
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