Contact Centre Suprvisor

6 days ago

Sandton, South Africa Job Crystal Full time

Contact Centre Supervisor Employment type: permanent Salary: Market Related Location: Sandton, South Africa Job Functions: Operations Industries: VAS SPECIFICATION A payment solutions provider is looking for a Contact Centre Supervisor to oversee the Operations of the Contact Centre including managing productivity and quality work of the advisors. Ensuring overall service improvement of the Contact Centre and taking ownership of the overall performance. DUTIES & RESPONSIBILITIES, NOT LIMITED TO:

- Managing the overall operations of the Contact Centre.
- Management of the Team Leaders, Quality Assurer and Contact Centre Trainer and ensuring individual targets are met.
- Training programs are in place and revamped to cater for Contact Centre needs.
- QA is up to standard, and progress is made month to month on individual QA scores.
- Address performance concerns via the correct HR processes including one on ones, performance improvement plans, warnings, and hearings.
- Inform the Contact Centre Manager of any ongoing issues that might need intervention.
- Develop objectives for the Contact Centre’s day-to-day activities.
- Ensuring Contact Centre meets the weekly and monthly performance requirements.
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Review monthly stats and ensure work force management is ideally structured with the assistance of the Team Leaders.
- Improve operational procedures and review this regularly.
- Ensure advisor evaluations are up to standard.
- Ensure progress on evaluations written.
- Actively seeking ways to improve team performance and processes and ensuring compliance.
- Investigate, address and drive escalations received from other departments or clients.
- Analyze monthly reports from Team Leaders and ensure action is taken to drive improvement and service delivery.
- Ensuring a productive work environment for employees.
- Intervene and resolve any conflict in the workplace.
- Recruiting of new staff with Contact Centre Manager.
- Signing off on new starts job readiness before they are placed on rotation.
- Regular one on one meetings to guide leadership team development.
- Regular team meetings to discuss overall performance, goals, achievements, and areas to improve.
- Input into team budget, overtime claims and tracking operational expenses.
- Leave management of Contact Centre Staff REQUIREMENTS
- Matric essential
- Contact Centre Management related qualification.
- Working towards Agile qualifications advantageous.
- ITIL Certification advantageous.
- 5-7 years in a supervisor role with a track record of managing other leadership staff and delivering of Contact Centre objectives.
- Knowledge of HR processes including issuing of warnings, conducting hearings and performance improvement processes.
- Knowledge of performance evaluation and customer service metrics.
- Efficient in Microsoft Suite of products with Power BI as an advantage.
- Outstanding communication and interpersonal skills.
- Well organized and numbers driven.
- Be able to manage different workstreams.
- Positive and patient.
- Places a high value on teamwork and working within a team but can also work autonomously to drive the performance.
- The ability to multitask, work in a fast-paced environment, and meet deadlines

Ability to commute/relocate:

- Sandton, Gauteng: Reliably commute or planning to relocate before starting work (required)

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