CALL CENTRE SUPERVISOR In the Customer Relations Division
ECRD: CCS 0222 DATE: 02/07/2021
Applications are invited from suitably qualified Lesotho Nationals for the above-mentioned position. The position will be on a five-year fixed term contract and are tenable at the Head Office in Maseru. The incumbents will be responsible to the Customer Services Manager. The incumbent will supervise Call Centre Operators and Call Centre Dispatchers, monitor and evaluate progress of all calls logged, manage customer related affairs, and handle queries, in line with Call Centre KPIs.
QUALIFICATIONS, EXPERIENCE AND OTHER REQUIREMENTS
• A Degree in Corporate Communications, Business Management or a related field with five years’ previous call centre supervisory experience
• Training in Customer Care
• Must be fluent in both English and Sesotho
• Customer orientation
• Computer Literacy is essential
• Personal traits: self –motivated, disciplined, high integrity, good interpersonal skills and communication skills.
KEY PERFORMANCE AREAS
• Preparing monthly/annual results and performance reports
• Assisting in the formulation of targets for individuals and teams
• Measuring performance with key metrics and in line with Call Centre KPI’s
• Providing regular and adhoc reports on Call Centre performance
• Monitoring and evaluating Call Centre Operator and Dispatcher performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Providing input into the Customer Services Departmental budget
• Ensuring adherence to policies and procedures
Interested candidates must email their applications, CVs and certified copies of their certificates and transcripts IN PDF FORMAT ONLY to [email protected] on or before 16-07-2021.
Reference should be made to ECRD: CCS 0222 on all applications.