Support Supervisor (Call Centre)
Our client in the Medical Devices industry is currently looking for a Support Supervisor (Call Centre) , in Pretoria.
Duties & Responsibilities
- Assist 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 & Qualifications
- CRM 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 & Remuneration
HR Services, Recruitment & Selection
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