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Frontline Customer Experience Leader

1 week ago

Durban, KwaZulu-Natal, South Africa Simply HR Payroll Full time
Job Brief

We are seeking an experienced and skilled Reservations Supervisor to lead our Call Centre team at SIMPLY HR PAYROLL.

About the Role
  • The ideal candidate will have a proven track record in call centre supervision, with a focus on customer service excellence and team development.
  • Strong analytical and problem-solving skills, with the ability to make informed decisions, are essential for success in this role.
  • The successful candidate will have excellent communication and interpersonal skills, with the ability to build strong relationships with clients, colleagues, and management.
Key Responsibilities
  • Mentor and coach staff daily to ensure maximum efficiency and productivity.
  • Analyze reports and identify problem areas which need immediate corrective action.
  • Ensure work is evenly distributed to the team and escalated queries are resolved timeously.
  • Supervise, guide, and provide direction to the team.
Requirements
  • Matric certificate and a minimum of 2 years' experience in a call centre environment.
  • Previous call centre supervisory experience will be advantageous.
  • Strong administration experience and knowledge of call centre management systems will be beneficial.