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Call Center Supervisor

2 weeks ago

Durban, South Africa Ciazcon Full time

Currently we are searching for a Call Center supervisor for Durban, South Africa.

**Responsibilities of this Post**:
Manage operations and teams - hourly, daily and monthly KPIs.

Hiring, training, coaching, and leading call center representatives as they provide support for customers.

Maintain and grow existing relationships with clients.

Contribute to improving our current products and services.

Actively seek out and pursue new opportunities.

Contribute to the development and implementation of marketing strategies.

Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.

Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.

Assisting other management team members in identifying trends and establishing call center goals.

Preparing reports, analysing call center data and taking appropriate actions to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

Taking on other tasks or projects to support employees, other managers, and call center operations.

Ensuring staff members are achieving desired service levels and taking corrective action, as needed.

**Requirements of this Post**:
University degree in related field.

At least four years’ experience as call center supervisor.

Experience working with Microsoft Office, specifically Excel.

Data analysis experience Proficiency in data analytics.

Ability to multitask and remain calm under pressure.

Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.

Knowledge of management and customer service principles and policies.