Call Centre Supervisor
1 week ago
Faculty - Department - Cape Peninsula University of Technology -> Marketing & Communication -> Marketing & Comm Admin - Campus/ Location - Bellville Campus - Bellville, Cape Town, WC ZA (Primary) - Job Type - Permanent - Occupational Function - Support / Admin - Number of Positions - 1 - Annual Salary Package (incl. Medical Aid rate based on principal member only) - To be confirmed - Advert Closing Date - 19/10/2025 - Job Purpose The Call Centre is the CPUT’s front-facing customer interaction unit. It is often the first point of contact a student or stakeholder has with the university. During peak times the call centre answers about 32 000 calls per month. The Call Centre Supervisor is responsible for managing the daily running of the Call Centre as well as supervising and monitoring the performance of staff. - Job Knowledge, Skills and Experience - National Diploma in Public Relations/Marketing or equivalent qualification - At least 3 years Higher Education Call Centre experience - **Recommended**: Call Centre supervisory experience will be advantageous - Key Performance Areas / Principal Accountabilities - Managing the daily running of the Call Centre - Setting and meeting performance targets for speed, efficiency and quality - Liaising with operators and third parties to gather information and resolve issues. - Monitoring random calls to improve quality, minimize errors and track operator performance - Reviewing the performance of staff, identify training needs and planning training sessions - Recording statistics, user rates and the performance levels of the centre and preparing reports - Handling the most complex customer complaints or enquiries - Organizing staffing and the number of staff required to meet demands - Coaching and motivating to retain staff - Analysing performance statistics and making decisions on the basis of these statistics - Improving performance by raising efficiency and sourcing new equipment to enable this - Competencies - Excellent communication and problem-solving skills - Good interpersonal skills - Good organizational skills - A strong customer focus and an ability to work well in teams - An excellent telephone manner - Ability to help others work towards targets and develop their skills - Leadership skills and the ability to motivate and develop staff - Confidence and a good business sense - Ability to set, meet and exceed targets - General Information Closing date: 19 October 2025 **NB: PLEASE NOTE THAT THIS SYSTEM DOES NOT ALLOW APPLICANTS TO UPLOAD CVs. IT IS THUS** **IMPORTANT THAT APPLICANTS COMPLETE ALL SECTIONS COMPREHENSIVELY AS FAILURE TO DO** **SO MIGHT DISADVANTAGE YOU. PLEASE UPDATE YOUR APPLICATION ON THE SYSTEM WITH THE** **LATEST INFORMATION AS THIS WILL BE THE ONLY CRITERIA USED FOR EVALUATION OF YOUR** **APPLICATION BY OUR PANEL.** - The Cape Peninsula University of Technology is committed to Employment Equity and aims to attract and retain talented individuals to achieve our equity objectives and therefore, people from the designated groups, including those with disabilities are encouraged to apply. Preference will be given to applicants whose appointment contributes towards the achievement of demographic representation. We reserve the right not to make an appointment.
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