Call Centre Supervisor

2 weeks ago

Johannesburg, South Africa Pink Elephant Full time

We are seeking a skilled and dynamic Supervisor to oversee Call Centre operations and manage the INFOR EAM system's security and administration. This role requires a strong leader who can enhance call centre performance, drive process improvements, and effectively manage user access and data integrity within the INFOR EAM system.

**Key Responsibilities**:
Call Centre Management:

- Manage daily Call Centre functions, ensuring all operations run smoothly and efficiently.
- Monitor and report on Call Centre agent performance metrics and customer satisfaction levels.
- Identify opportunities for process enhancements and propose strategies to improve operational efficiency.
- Implement best practices and training to optimize team performance.
- Assist the operations team with Call Centre management requests, providing insights and support as needed.

**INFOR EAM System Security and Administration**:

- Set up and manage user access and user groups within the INFOR EAM system to maintain security and integrity.
- Manage system default settings and configurations to align with operational needs.
- Update workflow processes and location structures to ensure accuracy and efficiency.
- Capture all new assets, warranty information, and maintenance schedules within the system.
- Archive and back up system information regularly to ensure data security and accessibility.
- Implement mobile solutions to enhance accessibility and functionality of the INFOR EAM system.

**Qualifications**:

- Matric / Certificate in a relevant field.
- Minimum of 4 years of supervisory experience, preferably in Call Centre management or a related field.
- Strong leadership and team management abilities.
- Excellent verbal and written communication skills.
- Analytical mindset with problem-solving skills.
- Detail-oriented and organized with the ability to manage multiple tasks.

**Job Types**: Full-time, Temporary
Contract length: 12 months

**Experience**:

- Call Centre Supervisor: 4 years (preferred)
- Infor EAM System: 2 years (preferred)

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