Position: Contact/Call Centre Supervisor
Department: Marketing & Customer Experience
Reports To: HOD Customer Services
Main Purpose:
To manage the Contact Centre in line with ETL service level agreements (SLA), policies and procedures and turnaround times
Major Tasks:
- Develops and updates Contact centre shift roster and submits to the Head Customer Services
- Conducts walkabouts in the Contact centre to identify compliance to standards and performance gaps
- Monitors adherence to Contact centre shift roster, policies and procedures and takes corrective action where necessary
- Conducts Products and Service & Etiquette training to Contact Centre Agents in conjunction with Learning and Development
- Extracts and analyses Contact centre performance statistics from the Contact Centre System
- Chairs shift update meetings and briefs staff on specific focus areas to ensure improved productivity and outputs for the shift
- Prepares a Contact centre performance report and submits to the Head Customer Services
- Monitors query resolutions and ensures that customers are advised in line with set standards
- Monitors the social media platforms in line with ETL policies and procedures
- Manages customer data collection, requests, market intelligence and insight surveys for the business
- Manages the switchboard operation in line with set guidelines.
- Coaches and/or arranges for the training of staff in the understanding of Departmental procedures
- Carries out ongoing evaluation of staff, identifies performance strengths and deficiencies, and arranges for necessary action (for example further on the job training);
Educational Qualifications and Related Experience:
- Degree in Marketing, Sales, Customer Service or equivalent
- 2+ years of experience in Customer support services or similar environment
Knowledge Areas & Competencies:
- Clear verbal and written communication and ability to prepare reports
- Ability to plan and organise in line with job requirements
- Ability to analyse and solve work related problems to achieve the correct outcomes
- Ability to interact, negotiate (where applicable) and achieve targets
- Ability to manage and develop staff
- Computer literacy
Interested applicants should submit their application on or before Friday, 2nd February 2024
Candidates who would have not been contacted by Friday, 10th February 2024 should consider their applications not successful.