Supervisor Call Centre

6 days ago

Cape Town, South Africa Premier Full time

To lead and supervise a team of call centre agents to ensure the accurate and in full administration and processing of customer ordering, which inform on time and in full deliveries which results in good customer relationships for internal and external customers.
- To recruit, coach, develop and manage the performance of the call centre agents to provide adequate sales services for the customers in line with agreed processes
- Pricing checks and trend analysis
- Ordering and variance follow up on exceptions and outstanding orders
- Tele-sales and promotional calls
- Returns minimization
- Monitoring and completing NCRs on Third party service levels agreements
- To collate and rapport on key sales trends to the sales team to defend and maintain market share as well as inform promotional tactics for example variance report by channel and customer, supporting new product launches.
- To improve and maintain customer relationships through timeously communications e.g., send out SMS/ telephonic notification affected customers of late deliveries
- To develop bake plan based on orders received and trend analysis of channel and YOY comparisons and inform the production HOD of the requirements.
- To manage “on hold customer” orders and “price exceptions” by escalation to the relevant national pricing and Master Data management.
- To facilitate the weekly call centre Invocom in order to assure alignment to bakery team strategy and review actuals against plan.

**Qualification Requirements**:

- Grade 12
- FMCG industry 3-5 years Essential
- Sound knowledge of call centre/ telesales processes 3-5 years Essential

**Experience Requirements**:

- FMCG industry 3-5 years Essential
- Sound knowledge of call centre/ telesales processes 3-5 years Essential

**Key Outputs**:
**Job Related Skills**:

- Numerical skills Basic Essential
- Working with people Basic Essential
- Telephone etiquette Basic Essential
- Good written and oral communications Intermediate Essential
- Disciplinary process skills (ER) Basic Desirable
- Excel analytical skills Advanced Desirable
- Working with People
- Presenting and Communicating Information
- Adapting and Responding to Change
- Achieving Personal Work Goals and Objectives
- Relating and Networking

**Essential**
- Reporting
- Analysing
- Delivering Results and Meeting Customer Expectations
- Deciding and Initiating Action
- Leading and Supervising

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