Purpose
The main responsibility of the Supervisor is to manage the operations (contracts assigned to you) and staff. Accountable for the overall performance against set SLAs.
Key RolesManage operations within allocated budgetContinuously monitoring of SLA targetsMonitoring of e-mail and voice queues (E-mail and Voice wait time)Monitoring of post call surveysContinuously monitor and evaluate agents works to ensure quality, and timely execution as per service standard and client requirementsContinuously monitor shift schedule adheresLog in and log outsSchedule and unscheduled breaksAbsenteeismContinuously monitor of absenteeism (planned and unplanned) as well as capturing on SAP within 48 hours of returnIdentifying skill requirements of staff and ensure development for optimum performance and career developmentBi-monthly performance sessionsCore Competencies:
• To be able to effectively use the necessary systems to assess staff quality
o Monitoring of trends in improvement or deterioration on staff performance and quality initiatives through staff performance and one on one sessions
o Ensuring quarterly IPC's are completed for staff and documented
• Ensure that target(s) are achieved on a daily, weekly and monthly basis in order to meet set SLA target(s)
• Evaluate current processes and suggestion changes/improvements where possible
• Assist in doing training / re-training where needed and/or advice by Contact Centre Management
• Ensuring that disciplinary actions is taken timeously for poor performance and time management
• Conducting bi-weekly green area meeting with staff
• Recruiting of new staff where needed
• Submitting of daily / weekly / monthly reports
• Interacting with Bidvest Facilities Management IT on system problems
• Rolling out of all new processes
Learning and Growth
• Maintain a transfer of skills and knowledge
• Ensure self-development in the 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 on Bidvest Facilities Management products
• Thorough knowledge on most Bidvest Facilities Management systems essential
• Experience in management report writing essential
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