Call Centre Supervisor

**Overall purpose of the job**:As the Call Centre Supervisor you will be accountable for the daily running and management of the Call Centre through the effective use of resources.

You will be responsible for the monitoring the call centre environment. The Supervisor will listen to various Scheduling recordings for audit purposes and customer service initiatives.

This will include Inbound, Outbound

You will create an effective support team and strong business partnerships with the internal FSD functions (including but not limited to Sales, Technical, Marketing, HR, NCRC, Finance and IT).

Required to form partnerships with external service providers including but not limited to Subcontractors, Amber connect, ICS, BYC.

You will need to establish and maintain a culture of continuous improvement and to continually improve our service offerings.

The Call Centre Supervisor ensures that the operations support Secure Drive strategic plans and are in accordance with established policies and procedures.

**Duties & Responsibilities**:

- Effectively supervise call centre agents, ensuring optimal performance by overseeing all the activities of the call centre Agents
- Review, monitoring and tracking of individual agents performance monthly and relevant documentation thereof
- Provide leadership to all personnel through effective objective setting, delegation, motivation, and communication
- Meeting and exceeding performance targets for speed, efficiency, schedules and quality within the outbound/Inbound call centre
- Liaise with agents and third parties to gather information and resolve issues for inbound line
- Conduct regular meetings to ensure that personnel are well informed of changes in products, services, policies and procedures
- Maintain up-to-date knowledge of industry developments and call centre best practices
- Manage Quality Assurance of calls to improve quality, minimise errors and track operative performance
- Ensure that all relevant communications, records and data are uploaded/attached to calls
- Attend regular meetings with Agents to discuss all matters related to the outbound and inbound call centres
- Improve Customer Service & Retention Strategies
- Reach required Scheduled fitments daily on daily outstanding’s received.
- Conduct performance appraisals, provide measurable feedback to assigned personnel and suggestions for improved performance
- Formulate and implement employee corrective actions as needed including training and/or coaching sessions
- Compile accurate management reports on call centre statistics and activities
- Track attrition and absenteeism levels for overall Call Centre, flagging any areas of concern
- Ensure continuous process improvements and ensure that appropriate awareness benefits are passed to relevant Call Centre staff
- Monitor timekeeping and payroll records
- Provide timely and accurate quality assurance on inbound and outbound calls
- Analyse calls, identify issues, document the problem, the root cause and the corrective action
- Contribute to the development of training material and company Standard operating procedures
- Periodically review and update Standard Operating procedures to ensure operations efficiency
- Contribute to the development of best practice to improve scheduling volumes and quality
- Live coaching
- Call listening sessions with team
- Call Calibration sessions with team and provide full report
- System training e.g. Pics/all Amber programmes/Planner
- Checking Disposition accuracy
- Daily feedback on individual performance
- PIP - performance improvement plans
- Training of all existing and new products

**Minimum qualifications and experience**:

- Matric / Grade 12
- Relevant qualification/degree advantageous
- Certificate in Basic Principles of Call Centre (advantageous)
- Minimum of 2 years in Supervisor / Team Leader role within a call centre environment
- Minimum 5 years’ experience in inbound / outbound scheduling/ sales call centre
- Excellent verbal and written communication skills
- Computer Literate (MS Office, Excel, PowerPoint)
- Great interpersonal skills
- Demonstrate ability to manage own workload and effectively prioritise activities
- Ability to manage change and motivate people through it

**Attributes**:

- Target Driven
- Coaching Skills
- Analytical Skills
- Integrity
- Efficient
- Punctual
- Disciplined
- Influencer
- Patience
- Attentiveness
- Assertiveness
- Sound leadership skills with the capability to motivate and develop staff
- Clear communication skills
- Ability to use positive language
- Action orientated
- Time Management
- Planning and Organizing
- Great work ethic and a willingness to do what needs to be done
- Attention to detail
- Problem Solving
- Ability to perform under pressure and within a fast paced environment

**_Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the mar