Support Supervisor (Call Centre)Our client in the Medical Devices industry is currently looking for a Support Supervisor (Call Centre), in Pretoria.Duties & ResponsibilitiesAssist the Hearing Hub Manager to ensure the optimal functioning of the Hearing Hub, its procedures, and its systems.Operationally responsible for selected support agents, coordinating their shift-based activities to ensure adequate output of work.Handle complex queries related to sales orders, support, deliveries, and escalations. Performance will be measured according to the performance of direct reports and role-based KPIs.Liaise with the Manager to understand and articulate strategic direction for the team and its product and system output.Steer the direction of the team by communicating the strategy into a workable and efficient plan, presenting assumptions, and recommending objectives as required.Interpret customer retention and satisfaction reports and advise on (and implement) mid-course corrections and/or improvements.Supervise Junior Lexie Experts, Lexie Experts, and Product Experts.Manage team KPIs with frequent and proactive feedback.Ensure appropriate and continuous team training.Monitor and report on team performance with scheduled check-ins, performance appraisals (in conjunction with the Hearing Hub Manager), and required documentation.Manage peak times and operational capacity, allocating resources appropriately under guidance of the RTA and/or HHM.Ensure wrap-up tasks (e.g., capturing call outcomes and notes) are completed accurately according to procedure.Ensure agents action inbound sales calls according to procedure.Drive the upsell of additional products to existing or prospective customers.Ensure agents provide quality information to customers to meet their needs and minimize returns.Manage escalations from agents to solve problems for end users and escalate to the manager when necessary.Manage customer cases and complaints in the CRM.Handle escalated queries with discretion and efficiency.Ensure agents maintain a high first contact resolution rate without compromising customer care.Ensure agents provide comprehensive troubleshooting and solve problems for customers via voice or video call, live chat, email, or text message.Ensure agents obtain and note quality information from customers for effective management of relevant escalations.Ensure customers have a positive view of the company and the customer support team and processes.Solve problems effectively and efficiently, encouraging the same behavior within the team.Conduct business professionally when communicating with customers to ensure satisfaction and encourage the same behavior within the team.Maintain a high 'customer effort score' and 'customer satisfaction rating' in the Hearing Hub.Provide continuous input on improving hearing hub procedures and customer experience.Ensure key metrics remain relevant and continuously improve.Assist with individual and team performance through audits on communication logs, emails, and call recordings to identify areas for improvement.Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers and corresponding responses.Ensure communication is ethical and in line with Company Policy and provided training.Monitor and enforce correct use of internal systems and HIPAA Privacy Requirements.Maintain customer records in accordance with procedures and HIPAA.Perform QA assessments on agents and ensure they maintain high QA scores, other KPI scores, and customer satisfaction rates.Maintain absolute customer confidentiality and protection of personal information in accordance with regulations and procedures, ensuring the team does the same.Desired Experience & QualificationsCRM system experience (e.g., Salesforce)Excellent English skills with neutral tonality.Understanding of conversion rates and sales funnels.Conflict management skills.Experience in monitoring and measuring performance metrics.Proficiency in Google Suite.Experience in performance and probation management.Matric Certificate.Relevant Management or Contact Centre Certifications.3+ years in Call Centre Management/Supervision.Team management/supervision experience.Knowledge of enforcing OPs and Company Policies.Experience in customer relations, telephonic sales, E-commerce platforms, technical support, sales reporting, and working within a digital environment.Experience working across different time zones with different countries.Package & RemunerationHR Services, Recruitment & Selection
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