Customer Services Supervisor Vacancies

• Identify training needs and ensure adequate training and coaching takes place
• Foster an environment that encourages and rewards innovation and challenges current methodologies with a view to improve operational efficiencies across the business
• Manage, track and improve team’s absenteeism in line with required targets and Company processes ensuring that consistency is applied
• Manage staff attrition levels and promote staff engagement by ensuring adequate measures are in place to improve culture in the Department
• Conduct regular performance reviews in line with Department and Company policies and procedures
• Identify and manage behaviour in line with prescribed legislation and Company policies and procedures
• Assist in the recruitment process by conducting interviews on short-listed candidates

Customer service

• Attend to all escalated matters from Agents or Customers, ensuring customer satisfaction is maintained
• Promote excellent customer service orientation within team of Agents and across the wider business
• Improve customer experience and service delivery statistics

Motivation

• Initiate and participate in motivational team and departmental activities
• Ensure all motivational activities are planned and implemented in line with the motivational plan to ensure buy-in from Agents
• Complete motivational tasks within the required timeframes

Quality control

• Monitor calls and provide relevant feedback for improvement
• Conduct regular coaching in order to improve quality of service delivery
• Take appropriate action when quality standards are not met or upheld
• Administration and Reporting
• Capture required data in order to ensure all systems are up to date and accurate
• Provide daily, weekly and monthly reports in line with departmental requirements
• Prepare monthly & quarterly presentations to the Management team, providing operational feedback and reporting
• Ensure all documents are completed, signed and approved within the required timeframes

Projects / Other

• Participate in any projects as per the individual agreed KPA document for operational area
• Represent the Company at Disciplinary Enquiries and act as witness at CCMA when required

Requirements:

• Grade 12 / Matric or equivalent
• Qualification or Training Certificate in Contact Centre Supervisor principles
• MS Office (Word & Excel) at Intermediate level

Experience & Skills

• 1 year Customer Service Call Centre experience
• 1 year Sales experience (in any environment)
• 1 year leadership/supervisory experience within a Call Centre (preferably Customer Services)
• Exposure to quality management, labour relations and performance management

Attributes & Behaviours

• Team Orientation
• Tenacity
• Planning & Organising
• Customer Focus

Other requirements

• Clear credit and criminal record
• Available to work shifts, weekends and public holidays