Call Centre Supervisor

Purpose
The main responsibility of the Call Centre Supervisor is to manage the operations (contracts assigned to you) and staff. Accountable for the overall performance against set SLAs.

Key Roles: Manage operations within allocated budget.Continuously monitoring of SLA targets:Monitoring of e-mail and voice queues (E-mail and Voice wait time).Monitoring of post call surveys.Continuously monitor and evaluate agents' work to ensure quality and timely execution as per service standard and client requirements.Continuously monitor shift schedule adherence:Log in and log outs.Schedule and unscheduled breaks.Absenteeism.Continuously monitor absenteeism (planned and unplanned) and capture on SAP within 48 hours of return.Identify skill requirements of staff and ensure development for optimum performance and career development.Conduct bi-monthly performance sessions. Learning and Growth: Maintain a transfer of skills and knowledge.Ensure self-development in related fields. Knowledge / Qualifications and Experience: Grade 12.Excellent understanding of a contact centre and admin support environment essential.Call Centre management certificate would be an advantage.2 – 5 years' experience in Call Centre management.Computer packages essential.Good listening, verbal, and written communication essential.Good product and process knowledge related to Facilities management, Plant Maintenance, CRM, Property Solution, HR, Supplier Chain, Soft Services, and Workplace Services.Excellent/Good knowledge of Bidvest Facilities Management products.Thorough knowledge of most Bidvest Facilities Management systems essential.Experience in management report writing essential.

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