Customer Services Supervisor Vacancies

Posted on :

13 May, 2013

Category :

Customer Service Jobs in South Africa

Key Performance Areas (KPAS)
Revenue and Efficiency

Ensure that the Team and the Agent’s key performance targets are met in line with business requirements
Ensure Team and Agent’s quality standards are met and that a high standard of quality is achieved and maintained
Set and maintain production standards and targets in line with Departmental requirements
Meet team efficiency targets as per KPA requirements for department

People management

  • 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


  • 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


Qualifications & Accreditations

  • 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

How to Apply:

Click on the “Apply Now” link below to apply online



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