Support Supervisor

**Position title**:Hearing Hub Support Supervisor

**Work location**:180 Garsfontein Road, Ashlea Gardens, Pretoria

**Working hours**:
15:00 pm - 02:00 am (9am - 8pm EST)

Working shifts, four shifts a week

Monday to Sundays

**Job purpose**:
Responsible for assisting the Hearing Hub Manager to ensure the optimal functioning of the Hearing Hub, its procedures and its systems. Operationally responsible for selected support agents, coordinates the shift-based activities of these agents to ensure an adequate output of work is maintained. Handles the more complex queries in relation to for example sales orders, support, deliveries and escalations. Performance will be measured in accordance with performance of direct reports and role based KPI’s.

**Minimum Requirements**:
**Education**:

- BSc Audiology Degree (essential)
- Relevant Management or Contact Centre Certifications (desirable)

**Experience**:

- 3+ years in Call Centre Management / Supervision
- Team management / supervision
- Enforcing SOP’s and Company Polcies.
- B2C / DTC sales
- Customer relations
- Telephonic sales
- E-commerce platforms
- Technical support
- Sales and reporting
- Working within a digital environment
- Working across different timezones with different countries

**Skills and Knowledge (essential)**:

- CRM system experience (i.e. Salesforce)
- E-commerce platforms (Big commerce, Shopify)
- Excellent English skills with neutral tonality
- Converstion rates and sales funnels
- Conflict management
- Monitoring and measuring of performance metrics
- Google Suite
- Performance and probation management
- Relevant Labour legislation

**Key Performance Areas, Weights And Objectives**

**Planning & Reporting**
- Assist in steering the direction of the team by communicating top management’s strategy into a workable and efficient plan, presenting assumptions and recommending objectives as required.
- Provide continuous input on improvement of the hearing hub procedures and processes and identify inefficiencies and propose mid course corrections.
- Provide continuous input on improving the client experience and service.
- Liaise with relevant stakeholders on a frequent basis.
- Assist with compiling and interpreting sales reports and data, and advise on (and implement) midcourse corrections.
- Assist with compiling client retention and satisfaction reports and advise on midcourse corrections.
- Assist with setup and monitoring of management-approved key metrics and performance on each metric within a satisfactory range.
- Assist with reporting on metrics and performance.
- Provide support to achieve ratings on above mentioned reports within a satisfactory range.
- Provide support to ensure the continuous improvements on said metrics.
- Assist with the maintenance of team shift schedule and manage exceptions.

**Team Supervisor**
- Assist with establishing, improving and ensuring active management of agents’ KPI's with frequent and proactive feedback.
- Identify training opportunities and action appropriately.
- Assist with active monitoring and reporting of performance of team members with scheduled, regular check ins, performance appraisals and required documentation.
- Monitor and enforce correct use of internal systems.
- Monitor and enforce HIPAA Privacy Requirements.
- Monitor and manage peak times and operational capacity and allocate resources appropriately.
- Provide support in managing Salesforce CRM and the assignment of tasks, leads and priorities.
- Assist with relevant Performance management processes.
- Assist with enhancing and encouraging a culture of excellent client service.
- Assist with cultivating and maintaining a healthy and effective team culture.

**Client Support and Relationship Management**
- Assist team to solve problems for end users.
- Assist to manage the customer cases and complaints.
- Handle escalated queries with discretion and efficiency.
- Conduct business in a professional manner when communicating and interacting with clients to ensure client satisfaction; and encourage same behaviour within the team.
- Maintain a high ‘customer effort score’ and ‘customer satisfaction rating’ in the Hearing Hub, across the board.
- Ensure the team meets sales targets and KPI’s.

**Communication Management**
- Ensure client interaction logs are kept up to date on Salesforce.
- Ensure communication is ethical and in line with Company Policy and provided training.

**Quality Management and Data Security**
- Ensure that absolute customer confidentiality and protection of personal information is maintained.
- Maintain client records in accordance with procedures and HIPAA.