Call Centre Supervisor

**DUTIES AND RESPONSIBILITIES**:

- Oversee the day-to-day operations of the call centre, ensuring smooth functioning and adherence to standards
- Monitor call queues, call volume, and service level targets to achieve performance goals
- Handle escalated customer inquiries or complaints, ensuring prompt and satisfactory resolutions
- Maintain a comprehensive understanding of Pedros Chicken products, services, and processes
- Lead, motivate, and develop a team of call centre agents to deliver exceptional customer service
- Provide coaching, feedback, and performance evaluations to enhance individual and team performance
- Identify training needs and coordinate training programs to improve product knowledge and customer service skills
- Foster a positive work environment that encourages teamwork, engagement, and continuous improvement
- Ensure that all customer interactions meet or exceed Pedros Chicken's service standards
- Monitor and evaluate calls to maintain quality assurance and adherence to established protocols
- Implement quality control measures, provide feedback to agents, and conduct regular performance assessments
- Collaborate with the Quality Assurance team to enhance customer experience and service delivery.
- Track and analyze call centre metrics and KPIs, such as average handling time, customer satisfaction, and first-call resolution
- Generate reports on team performance, call volume trends, and customer feedback for management review
- Identify areas for improvement based on data analysis and recommend strategies to optimize call centre efficiency and effectiveness
- Continuously evaluate call centre processes and workflows to identify opportunities for improvement
- Collaborate with cross-functional teams to enhance processes, systems, and knowledge bases
- Implement process enhancements, automation, and self-service options to streamline operations and improve customer experience
- Ensure compliance with company policies, procedures, and industry regulations
- Build and maintain positive relationships with internal stakeholders, including restaurant managers and regional teams
- Collaborate with other departments, such as Marketing or Operations, to resolve customer issues and improve processes
- Liaise with external partners or vendors as needed for call centre support or system maintenance

**REQUIREMENTS**:

- Matric or equivalent
- At least 2 years previous experience in a call centre or customer service environment is required - Supervisory or team lead experience is preferred
- Excellent verbal and written communication skills in English
- Strong leadership abilities and proven experience in team management
- Proficiency in call centre software and CRM systems
- Strong problem-solving skills and ability to handle escalated customer inquiries or complaints.
- Analytical mindset with the ability to analyze data, generate reports, and make data-driven decisions
- Strong organizational and time management skills to handle high call volumes and meet service level targets
- Knowledge of the fast-food industry, preferably in a similar chain restaurant environment, is desirable