Call Centre Supervisor

Job Overview: To manage the daily operations of the contact center through training and monitoring the team to achieve the highest level of quality and productivity. Has intimate knowledge of customer needs and ability to provide solutions Implement the company's South African standards and procedures at all times Develop and implement service initiatives to improve the customer experience Build awareness of the importance of the customer service function in the branch Analyse source of service failures, identify probable route cause and possible solutions Manage daily customer complaints and ensure timeously resolution Effectively plan and allocate needed resources to maintain the quality level across the customer service teams Develop and coach the Contact center team to achieve service excellence Run various award programs to motivate the team Ensure the provision of timeous, accurate and relevant information to all our customers, internal and external, ensuring that quality service is offered at all times Ensure the problem shipment report is attended to and handled adequately by staff on a daily basis Ensure that all staff has clear objectives in accordance with their job requirements and that the high standards are maintained Responsibility to monitor the performance of each agent daily and ensure that appropriate feedback is provided to him or her regularly M inimum requirement is a Matric (Grade 12) qualification Degree or similar qualification and/or experience Strong communication skills Customer Centric Personality Minimum 3 years experience in customer services environment Minimum 1 years Supervisory experience