Contact Centre Supervisor Level 1

Job title : Contact Centre Supervisor Level 1
Job Location : Gauteng, Johannesburg

Deadline : December 30, 2024

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MAIN PURPOSE OF JOB: Manage the day to day planning, operation and problem-solving of a team of agents in order to meet with the required service level components, standards and Call Centre targets.
QUALIFICATION & EXPERIENCE: Matric or relevant qualification Customer Service experience in a Call Centre environment Experience in people management / supervisory role
RESPONSIBILITIES &DUTIES: 
Customer Interaction  Answer inbound calls and assist customers with their inquiries Respond and resolve written and web correspondence received from customers Action and update the customer requests on Listener Responsible for taking ownership fro escalated queries, ensuring resolution and follow up with customers 
Team Management  Manage the delivery of team service level expectations, quality and productivity targets and indicators People management, including all HR related issues as well as staff development Call monitoring, coaching and feedback, responsible for the delivery of superior customer experience in every call Training, development and coaching of staff Motivation, leadership for a team developing future leaders Conducting performance appraisals for the team Work very closely with the team members to solve customer queries Scheduling / resource planning – forecasting to ensure sufficient number of age

Customer Service  jobs