Vip Supervisor
1 week ago
**Minimum Requirements**
- Completed grade 12/ Matric
- 3 years’ experience in the capacity of Contact Centre Supervisor
- 2 years’ experience in the capacity of Contact Centre Supervisor in the online gaming space
- Shift Management experience
- Solid analytical acumen
- Solid track record in building high performance teams
- Solid track record in implementing and enhancing reward and recognition programs
- Experience in quality assurance improvement
- Knowledge and experience in the online gaming industry
**Advantageous**:
- Degree or Diploma or studying towards related qualification
- Drivers Licence and has own vehicle
- Knowledge and experience in the online gaming industry
**Core Responsibilities**:
- People
- Complete weekly and quarterly reviews with team members
- Effective management of team performance, attendance, and training needs
- Act as a mentor, coaching and drive best of breed principles
- Policies and Procedures - ensure all are always adhere to and address any deviations
- Effective hiring of qualified talent
- Keeping staff turnover to a minimum
- Team morale to be of a high standard
- Service
- Ensure the customer interactions and exceeds our customer needs
- Measures and ensures all service levels are met
- Measures and ensures all customer interactions are answered in line with business goals
- Measures and ensures all customer interactions are dealt with in line with business goals
- Drive a ‘quality first’ ethos with the team
- Directly handle escalated customer queries and complaints
- Evaluate customer support results and prepare action plan for improvements
- Profit
- Manage department and people resources as required to support customer and business demands
- Put in place new ideas and best business practice and drive these initiatives forward
- Drive revenue generation in real time by working closely with marketing to optimize player spend
- General
- Complete all admin related duties linked to the business unit
- Integrity
- Commitment
- Team spirit
- Loyalty & Respect
- Tenacity, drive and urgency
**Skills & Competencies**:
- Comfortable working shifts, weekends, and public holidays when required
- Good organisational skills
- Must be able to build and sustain new relationships
- Well-tempered and can communicate at all levels and respectfully
- Great listening skills
- Pays attention to detail
- Has a mature personality and be able to handle stress
- Fast learner that can grasp new concepts and run with new projects independently
- Able to manage volumes and be efficient working under pressure
- Excellent project planning skills
- Able to work independently with mínimal supervision
- Enthusiastic, energetic and displays positive behaviour
- Has a high sense of Integrity
- Displays trustworthiness and Commitment to the business
- Can influence and drive the desired Team spirit
- Has a sense of urgency
- Ambitious and driven to grow and achieve success
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