Overall purpose of the job: As the Call Centre Supervisor you will be accountable for the daily running and management of the Call Centre through the effective use of resources.
You will be responsible for the monitoring the call centre environment. The Supervisor will listen to various Scheduling recordings for audit purposes and customer service initiatives.
This will include Inbound, Outbound
You will create an effective support team and strong business partnerships with the internal FSD functions (including but not limited to Sales, Technical, Marketing, HR, NCRC, Finance and IT).
Required to form partnerships with external service providers including but not limited to Subcontractors, Amber connect, ICS, BYC.
You will need to establish and maintain a culture of continuous improvement and to continually improve our service offerings.
You will have the responsibility of supervising the team of agents, motivating them to meet and exceed scheduling targets through the scheduling of fitments, as well as assisting with incoming calls, e-mails etc.
The Call Centre Supervisor ensures that the operations support Secure Drive strategic plans and are in accordance with established policies and procedures.
Duties & Responsibilities: Effectively supervise call centre agents, ensuring optimal performance by overseeing all the activities of the call centre AgentsReview, monitoring and tracking of individual agents performance monthly and relevant documentation thereofProvide leadership to all personnel through effective objective setting, delegation, motivation, and communicationMeeting and exceeding performance targets for speed, efficiency, schedules and quality within the outbound/Inbound call centreLiaise with agents and third parties to gather information and resolve issues for inbound lineConduct regular meetings to ensure that personnel are well informed of changes in products, services, policies and proceduresMaintain up-to-date knowledge of industry developments and call centre best practicesManage Quality Assurance of calls to improve quality, minimise errors and track operative performanceEnsure that all relevant communications, records and data are uploaded/attached to callsAttend regular meetings with Agents to discuss all matters related to the outbound and inbound call centresImprove Customer Service & Retention StrategiesReach required Scheduled fitments daily on daily outstanding's received.Conduct performance appraisals, provide measurable feedback to assigned personnel and suggestions for improved performanceFormulate and implement employee corrective actions as needed including training and/or coaching sessionsCompile accurate management reports on call centre statistics and activitiesTrack attrition and absenteeism levels for overall Call Centre, flagging any areas of concernFair and consistent application of company disciplinary proceduresEnsure continuous process improvements and ensure that appropriate awareness benefits are passed to relevant Call Centre staffMonitor timekeeping and payroll recordsProvide timely and accurate quality assurance on inbound and outbound callsAnalyse calls, identify issues, document the problem, the root cause and the corrective actionContribute to the development of training material and company Standard operating proceduresPeriodically review and update Standard Operating procedures to ensure operations efficiencyContribute to the development of best practice to improve scheduling volumes and qualityLive coachingCall listening sessions with teamCall Calibration sessions with team and provide full reportSystem training e.g. Pics/all Amber programmes/PlannerChecking Disposition accuracyDaily feedback on individual performancePIP – performance improvement plansTraining of all existing and new productsMinimum qualifications and experience: Matric / Grade 12Relevant qualification/degree advantageousCertificate in Basic Principles of Call Centre (advantageous)Minimum of 2 years in Supervisor / Team Leader role within a call centre environmentMinimum 5 years' experience in inbound / outbound scheduling/ sales call centreExcellent verbal and written communication skillsComputer Literate (MS Office, Excel, PowerPoint)Great interpersonal skillsDemonstrate ability to manage own workload and effectively prioritise activitiesAbility to manage change and motivate people through itAttributes: Target DrivenCoaching SkillsAnalytical SkillsIntegrityEfficientPunctualDisciplinedInfluencerPatienceAttentivenessAssertivenessSound leadership skills with the capability to motivate and develop staffClear communication skillsAbility to use positive languageAction orientatedTime ManagementPlanning and OrganizingGreat work ethic and a willingness to do what needs to be doneAttention to detailProblem SolvingAbility to perform under pressure and within a fast paced environment We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria. Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate. Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.
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