CALL CENTER SUPERVISOR

Job title: Call Centre Supervisor
Location: Johannesburg
Duration: Permanent
Purpose of the Position
The Call Centre Supervisor is responsible for managing a team of call centre agents, ensuring that they meet performance targets and deliver excellent customer service. This role involves overseeing daily operations, monitoring call quality, coaching and training staff, and addressing any operational issues that arise.
Minimum requirements:
•Diploma, bachelor’s degree in business administration, Communication, or a related field (preferred but not required).
•Proven experience as a Call Centre Supervisor, Team Leader, or similar role.
•Strong knowledge of customer service principles and call centre operations.
•Familiarity with call centre technology and CRM systems.
•Excellent communication, leadership, and problem-solving skills.
1.Additional Requirements:
•Experience with call centre reporting and workforce management tools is a plus.
•Certification in customer service or call centre management is advantageous.
2.Team Management:
•Supervise and lead a team of call centre agents, providing guidance, motivation, and support.
•Set performance goals for agents and ensure targets are met, including call handling times, customer satisfaction, and sales conversions.
•Monitor attendance, punctuality, and adherence to schedules.
•Monitor and evaluate individual and team performance by reviewing call recordings, customer feedback, and performance reports.
•Provide ongoing training and coaching to improve agent performance, customer service skills, and product knowledge.
3.Quality Assurance:
•Ensure that all agents follow the same procedures and provide consistent information to customers.
•Monitor call quality and ensure compliance with company policies and legal regulations.
•Conduct regular monitoring of live calls or recorded calls to evaluate agent performance.
4.Issue Resolution:
•Handle escalated customer complaints or complex issues that agents are unable to resolve.
•Provide support and solutions for agents facing challenges during customer interactions.
5.Reporting and Analysis:
•Generate daily, weekly, and monthly performance reports for management, summarizing key metrics such as call volume, resolution rates, and customer satisfaction.
•Analyse trends in customer queries and feedback to identify areas for improvement in processes or products
•Present data-driven insights and recommendations to senior management.
•Track and report on total number of inbound calls handled by the call centre over specified period (call volume report, average handle time, first call resolution, customer satisfaction, call abandonment and wait time reports)
6.Workforce Planning and Scheduling:
•Manage shift scheduling and ensure the call centre is properly staffed to handle call volumes.
•Adjust staffing levels as needed based on call flow patterns and workload requirements.
•Plan for peak periods and ensure that sufficient resources are available to meet demand.
7.Technology and Systems Management:
•Oversee the use of call centre technologies, including phone systems, CRM software, and call monitoring tools.
•Ensure agents are proficient in using the systems and troubleshoot technical issues as they arise.
•Collaborate with IT teams to ensure system efficiency and resolve any disruptions.
8.Compliance and Reporting:
•Ensure that the team adheres to company policies, procedures, and regulatory requirements (e.g., data privacy laws).
•Maintain up-to-date knowledge of industry regulations and ensure agents follow compliance standards.
•Prepare compliance reports and assist with internal audits when necessary.
9.Skills and competencies:
•Leadership
•Communication
•Problem-Solving
•Analytical Skills
•Time Management
10.Working Conditions:
•Office-based role within a call centre environment, with potential for shift work depending on call centre hours.
Suitable candidates can forward their applications (CVs and qualifications) to this email address: recruitment@njiloconsulting.co.za , or via our company website www.njiloconsulting.co.za on recruitment, upload your CV and check for more opportunities available.
Closing Date: 8TH of October 2024