Call Centre Supervisor
Our client, a well-established company within the FMCG sector, is looking for a Call Centre Supervisor to join their team.
Duties & Responsibilities
Reporting to the Credit and Call Centre Manager, the Call Centre Supervisor is responsible for the effective management of the Call Centre team whose primary objective is to provide exceptional services support to the company’s customers and sales team.
MAIN DUTIES & RESPONSIBILITIES:
- Sourcing, developing and supporting talented individuals to become knowledgeable and skilled Call Centre Agents
- Driving sales and service through partnering with the Sales, Marketing and Operations teams
- Identifying operational and process issues and suggesting improvements
- Promoting a performance culture by training, coaching and conducting performance reviews
- Preparing reports and analysing data to assist management in strategic and operational decision making
- Monitoring quality of calls to ensure the desired service levels are maintained
- Cultivating an environment that is vibrant, energetic and customer service focused
Desired Experience & Qualification
EDUCATIONAL REQUIREMENTS:
- Matric
- Post matric qualification (Diploma / Degree) – advantage
EXPERIENCE AND SKILLS REQUIRED:
- 3 – 5 Years’ Call Centre experience preferably in a leadership role
- Tech savvy with knowledge of call centre systems, customer portals and excel skills
- Good command of English language (written and verbal)
- Ability to close sales and achieve targets
- Analytical and solution oriented
- Ability to work with a diverse team
- Ability to stay calm and courteous under pressure
- Sound administrative skills
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