Call Centre Support Supervisor

**Call Centre Support Supervisor**

**INTRODUCTION**:
An exciting opportunity has become available within the medical technology and devices industry, for a Support Supervisor in the international Call centre. Our client is an impact-driven digital health company passionate about affordable access to healthy hearing for everyone, everywhere. This is an opportunity to be part of making a change and impacting human lives.

The position is based in Pretoria East.

Working hours:
Working hours Eastern Standard Time: 9am - 8pm (16:00 - 03:00)

Working shifts, four shifts a week

Monday to Sunday

These working hours will change with daylight savings (in summer months) to match the hours of 9am - 8pm Eastern Standard Time

**Job purpose**:
Responsible for assisting the Manager to ensure the optimal functioning of the call Centre, 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.

**REQUIREMENTS**:
**Minimum education (essential)**:
Matric Certificate

**Minimum education (desirable)**:
Relevant Management or Contact Centre Certifications

**Minimum applicable experience (years)**:
3+ years in Call Centre Management / Supervision

**Required nature of experience**:

- Team management / supervision
- Enforcing OP’s and Company Policies
- 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
- Conversion rates and sales funnels
- Conflict management
- Monitoring and measuring of performance metrics
- Google Suite
- Performance and probation management
- Relevant Labour legislation

**RESPONSIBILITIES**:
**Planning & Reporting 15%**
- Liaise with manager to understand and articulate strategic direction for the team itself, as well as for the team’s product and system output.
- Steer the direction of the team by communicating the strategy into a workable and efficient plan, presenting assumptions and recommending objectives as required.
- Interpret customer retention and satisfaction reports and advise on (and implement) midcourse corrections and/ or improvements.
- Monitor management-approved key metrics and performance on each metric within a satisfactory range.
- Report on performance on key metrics to management satisfaction.
- Ensure the level of performance on key metrics is achieved to management satisfaction.
- Assist in maintain team shift schedule - manage exceptions of the team schedule.

**Team Supervision 20%**
- Responsible for the supervision of Junior Lexie Experts, Lexie Experts and Product Experts.
- Ensure active management of team’s KPI's with frequent and proactive feedback.
- Ensure there is appropriate and continuous team training.
- Active monitoring and reporting of performance of team members with scheduled, regular check-ins, performance appraisals (in conjunction with the Hearing Hub Manager) and required documentation.
- Monitor and manage peak times and operational capacity and allocate resources appropriately under guidance of the RTA and/or HHM.
- Manage Salesforce CRM and the assignment of tasks and priorities.
- Enhance and encourage a culture of excellent customer service.
- Cultivate and maintain a healthy and effective team culture, in accordance with our values.

**Sales 5%**
- Ensure wrap-up tasks (for example capturing the call outcome and notes) are completed accurately and thoroughly according to procedure.
- Ensure agents action inbound sales calls according to procedure.
- Drive the upsell of additional products to existing or (and prospective) customers.
- Ensure agents provide good quality information to customers to ensure that the products meet their needs to minimize returns.
- Ensure agents are equipped to assist customers with questions about hearing loss and hearing aid benefits.
- Assist in achieving set revenue goals and targets.

**Customer Support 25%**
- Managing escalations from the agents to solve problems for end users, and escalate to manager when necessary.
- Manage customer cases and complaints in the CRM.
- Handle escalated queries with discretion and efficiency.
- Ensure agents maintain a high first contact resolution rate, without compromising customer care.
- Ensure agents obtain and note quality information from the customers to allow for effective management of the relevant escalation.
- Ensure agents offer our customers the best care by making appropriat