Support Services Supervisor

7 days ago


Randburg, Gauteng, South Africa Tracker South Africa Full time
Job Overview

The Support Services Supervisor role is a key position within our Customer Experience Department. As a Support Services Supervisor, you will be responsible for managing a team of customer support agents and ensuring that they meet their targets and deadlines.

Main Responsibilities:
  • Manage and supervise a team of customer support agents
  • Monitor and maintain records of attendance, manage leave and timekeeping, and address misconduct accordingly
  • Collate and analyze statistics on a daily, weekly, and monthly basis to identify trends and concerns within the department
  • Implement staff motivation through creative and innovative ideas to improve morale and productivity
Requirements:
  • Management skills
  • 2-4 years Supervisory experience in customer service (Inbound)
  • Excellent understanding of telephony monitoring systems and interpretation of reports
  • Advanced knowledge of CRM systems and technical skills such as MS Office proficiency
  • A passion for customer service and a professional attitude at all times


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