Support Supervisor (Call Centre)Our client in the Medical Devices industry is currently looking for a Support Supervisor (Call Centre) in Pretoria.Duties & ResponsibilitiesResponsible for assisting the Hearing Hub Manager to ensure the optimal functioning of the Hearing Hub, its procedures and its systems.Operationally responsible for selected support agents, coordinates the shift-based activities of these agents to ensure an adequate output of work is maintained.Handles the more complex queries in relation to for example sales orders, support, deliveries and escalations. Performance will be measured in accordance with performance of direct reports and role based KPI's.Liaise with Manager to understand and articulate strategic direction for the team itself, as well as for the team's 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) midcourse corrections and/or improvements.Responsible for the supervision of Junior Lexie Experts, Lexie Experts and Product Experts.Ensure active management of team's KPI's with frequent and proactive feedback.Ensure there is appropriate and continuous team training.Active monitoring and reporting of performance of team members with scheduled, regular check-ins, performance appraisals (in conjunction with the Hearing Hub Manager) and required documentation.Monitor and manage peak times and operational capacity and allocate resources appropriately under guidance of the RTA and/or HHM.Ensure wrap-up tasks (for example capturing the call outcome and notes) are completed accurately and thoroughly 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 good quality information to customers to ensure that the products meet their needs to minimize returns.Managing escalations from the agents to solve problems for end users, and escalate to 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 to get the products working over either voice or video call, live chat, email or text message.Ensure agents obtain and note quality information from the customers to allow for effective management of the relevant escalation.Ensure customers have a positive view of the company and Lexie/Go and the customer support team and processes.Solve problems as effectively and efficiently as possible by reducing the time spent with each query; and encourage same behaviour within the team.Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction; and encourage same behaviour within the team.Maintain a high 'customer effort score' and 'customer satisfaction rating' in the Hearing Hub, across the board.Provide continuous input on improvement of the hearing hub procedures and processes.Provide continuous input on improving the customer experience and service.Ensure key metrics stay relevant and are continuously improved.Assist with individual and team performance through performing 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 the corresponding responses.Ensure communication is ethical and in line with Company Policy and provided training.Monitor and enforce correct use of internal systems.Monitor and enforce HIPAA Privacy Requirements.Maintain customer records in accordance with procedures and HIPAA.Perform QA assessments on agents.Ensure agents maintain high QA scores, other KPI scores and customer satisfaction rate.Maintain absolute customer confidentiality and protection of personal information in accordance with regulations and procedure and ensure team does the same.Desired Experience & QualificationCRM system experience (i.e., Salesforce)Excellent English skills with neutral tonality.Conversion rates and sales funnels.Conflict management.Monitoring and measuring of performance metrics.Google Suite.Performance and probation management.Matric Certificate.Relevant Management or Contact Centre Certifications.3+ years in Call Centre Management/Supervision.Team management/supervision.Enforcing OP's and Company Policies.Customer relations, telephonic sales, E-commerce platforms, technical support, sales and reporting and working within a digital environment.Working across different time zones with different countries.Package & RemunerationHR Services, Recruitment & Selection
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