{"id":11554,"date":"2013-05-13T12:10:48","date_gmt":"2013-05-13T10:10:48","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=11554"},"modified":"2013-05-13T12:10:48","modified_gmt":"2013-05-13T10:10:48","slug":"customer-services-supervisor-vacancies","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/customer-services-supervisor-vacancies.html","title":{"rendered":"Customer Services Supervisor Vacancies"},"content":{"rendered":"

Key Performance Areas (KPAS)<\/strong>
\nRevenue and Efficiency<\/strong><\/p>\n

Ensure that the Team and the Agent\u2019s key performance targets are met in line with business requirements
\nEnsure Team and Agent\u2019s quality standards are met and that a high standard of quality is achieved and maintained
\nSet and maintain production standards and targets in line with Departmental requirements
\nMeet team efficiency targets as per KPA requirements for department<\/p>\n\n\n\n\n\n\n
People management<\/b><\/p>\n
    \n
  • Identify training needs and ensure adequate training and coaching takes place<\/li>\n
  • Foster an environment that encourages and rewards innovation and challenges current methodologies with a view to improve operational efficiencies across the business<\/li>\n
  • Manage, track and improve team\u2019s absenteeism in line with required targets and Company processes ensuring that consistency is applied<\/li>\n
  • Manage staff attrition levels and promote staff engagement by ensuring adequate measures are in place to improve culture in the Department<\/li>\n
  • Conduct regular performance reviews in line with Department and Company policies and procedures<\/li>\n
  • Identify and manage behaviour in line with prescribed legislation and Company policies and procedures<\/li>\n
  • Assist in the recruitment process by conducting interviews on short-listed candidates<\/li>\n<\/ul>\n

    Customer service<\/b><\/p>\n

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

      Motivation<\/b><\/p>\n

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

        Quality control<\/b><\/p>\n

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

          Projects \/ Other<\/b><\/p>\n

            \n
          • Participate in any projects as per the individual agreed KPA document for operational area<\/li>\n
          • Represent the Company at Disciplinary Enquiries and act as witness at CCMA when required<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n
<\/td>\n<\/tr>\n
\n

Requirements:<\/h3>\n<\/td>\n<\/tr>\n

Qualifications & Accreditations<\/b><\/p>\n
    \n
  • Grade 12 \/ Matric or equivalent<\/li>\n
  • Qualification or Training Certificate in Contact Centre Supervisor principles<\/li>\n
  • MS Office (Word & Excel) at Intermediate level<\/li>\n<\/ul>\n

    Experience & Skills<\/b><\/p>\n

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

      Attributes & Behaviours<\/b><\/p>\n

        \n
      • Team Orientation<\/li>\n
      • Tenacity<\/li>\n
      • Planning & Organising<\/li>\n
      • Customer Focus<\/li>\n<\/ul>\n

        Other requirements<\/b><\/p>\n

          \n
        • Clear credit and criminal record<\/li>\n
        • Available to work shifts, weekends and public holidays<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

          How to Apply:<\/strong><\/p>\n

          Click on the “Apply Now” link below to apply online<\/p>\n

           <\/p>\n

           <\/p>\n","protected":false},"excerpt":{"rendered":"

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