Call Centre Supervisor

**Position Summary**:
**Industry**:Pharmaceutical Sector
- **Job category**:Other: FMCG, Retail, Wholesale and Supply Chain**Location**:Roodepoort
- **Contract**:Permanent**EE position**:Yes**Brand**:Clicks Group**Introduction**:
Purpose: To plan, direct and coordinate call center activities on a daily basis to ensure quality service is delivered at all times. Ensuring every order/query is managed immediately and overseen until resolution.

**Job description**:
**Key Performance Areas**:
To ensure 80% of all calls are answered within 20 seconds of waiting.- Staff scheduling to ensure maximum availability of operational staff.
- Log and handle Over flow of queries
- Place over flow orders
- Manage escalations and emergency’s until resolved

To ensure that the call center staff meet their required KPAs as per the occupancy.- Monitoring, reporting and engaging agents to ensure KPA objectives are met.
- Follow through on disciplinary and performance management as per HR regulations.
- Drive agent performance
- Drive customer centric behavior
- Manage through walk about(Staff interaction)
- Develop a passion for customers’ needs

To motivate and monitor daily performance of the call center staff.- Monitor staff performance.
- Create incentive schemes.
- Work with staff to increase morale.
- Hype up staff on promotions and high customer service
- Promote recognition of staff

To do a needs analysis for the call center staff in order to draw up an action plan to deliver to the requirements- Analyze call center operating statistical information.
- Make informed decisions to benefit the UPD Call center, UPD Wholesale and UPD Distribution
- All performance reviews to be statistical basis

To compile and generate reports in order to analyze the information and to improve the efficiency and financial viability of the call centre.
- Extract information from all reporting engines to report on business reviews.
- Compile reporting as required (daily, weekly, and monthly).
- Be prompt on reporting
- Understand the information, make improvements on areas of weakness
- Supervisor check list to be used to ensure that all tasks of our business is completed as per individuals roles and responsibilities

To manage call scheduling in accordance with call volumes.- Monitor calls queues.
- Manage leave schedules.
- Manage teas and lunch breaks and training schedules.
- Manage unscheduled leave and reduction thereof.
- Manage T&A in accordance to Payroll cut offs

To conduct performance management on a monthly basis to address non-performers.- Build a reporting to track individual agent’s performance.
- Identify trends.
- Manage non-conformance to high standards of work with on the Job coaching.
- Track performance improvement.

To ensure that all complaints and escalations are resolved within accordance to SOPs.- Well versed with UPD SOPs
- Follow up on escalations raised.
- Feedback to customers timeously
- Ensure that the customer is kept well informed.
- Record and trend issues escalated and implement preventive measure.
- Engage other departments to resolve escalations.

**Minimum requirements**:
**Skills**:
Ability to work under pressure
Accuracy
Adaptability
Analytical skills
Business communication skills
Business management skills
Checking for accuracy
Coaching skills
Managing people
Meeting deadlines
- **Knowledge**:
Microsoft Office suite (Word, Excel, Power point)
Pharmacy Processes and legislation.
Service excellence and customer principles.
Structure and content of English Language.
- **Personal Competencies**:
Ability to work under pressure
Accuracy
Adaptability
Analyzing data
Analyzing problems
Attention to detail
Analytical skills
Business Communication Skill
Calculating data