Description:
The Call Centre Supervisor is responsible for overseeing the daily operations of the call centre, ensuring efficient and effective performance, and providing leadership and support to call centre agents. The supervisor will manage a team, monitor metrics, handle escalated calls, quality control and contribute to the development of strategies to improve customer service and productivity.
Responsibilities:
Supervision and Leadership
Provide leadership and guidance to call centre agents.
Monitor agent performance and provide regular feedback and coaching.
Motivate team members to meet and exceed performance targets.
Daily Operations Management:
Oversee daily operations of the call centre to ensure smooth functioning.
Monitor call queues and ensure appropriate staffing levels to meet service level agreements (SLAs).
Handle escalated calls and resolve customer complaints in a professional manner.
Performance Monitoring and Reporting:
Track and analyze key performance indicators (KPIs) such as call volume, response time, and first call resolution.
Prepare and present performance reports to management.
Identify trends and areas for improvement and implement necessary changes.
Training and Development:
Coordinate training sessions for new and existing call centre agents.
Conduct performance evaluations and identify training needs.
Develop and implement training programs to enhance agent skills and knowledge.
Quality Assurance:
Monitor calls for quality assurance and compliance with company policies and procedures.
Provide feedback to agents to improve performance and customer satisfaction.
Implement quality improvement initiatives as needed.
Team Collaboration:
Collaborate with other departments to ensure seamless communication and resolution of customer issues.
Work closely with management to optimize scheduling and resource allocation.
Requirements:
Requirements:
· Proven experience in a call centre environment, with at least 2 years in a supervisory role.
· Strong leadership and motivational skills.
· Excellent communication and interpersonal abilities.
· Proficiency in call centre software and CRM systems.
· Analytical mindset with the ability to interpret data and make informed decisions.
· Ability to work in a fast-paced environment and handle multiple priorities.
· Flexibility to work evenings, weekends, and holidays as needed.
Basic Salary - Market Related and lucrative commission structures in place
Provident Fund
Medical Aid
VIP programmes
Bonus and incentives