Contact Centre Supervisor

GENERAL PURPOSE

Incumbent will be responsible for the day-to-day operations of the sales and service (inbound and outbound) contact centre team, including measuring, developing, motivating, coaching and performance management with a focus on performance and reaching and exceeding team targets while ensuring quality standards are adhered to; through a variety of customer contact channels which might be; Phone, Email, Web/Live Chat, Video and Social Media correspondence.

PRINCIPAL RESPONSIBILITIES

• Drive results through others
• Meeting and exceeding sales and service objectives

GENERAL RESPONSIBILITIES

Operations

• Ensure the effective and efficient running of the Call Centre.
• Ensure that the contact centre KPIs are met.
• Keep up to date with business development and new product lines
• Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Manage team’s schedule adherence
• Ensure monthly timesheets submissions are completed on time.
• To report any equipment defects, faults or breakdowns promptly to the relevant department.
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
• Work with the management team to identify and deliver positive change and business efficiencies
• Deliver the allocated part of the operation within agreed budgets, service levels and business targets
• Stakeholder management - foster good relationships with all internal departments and cross-functional teams.
• Work with other departments on project execution.
• Escalate any appropriate problems to senior management
• Support senior management to highlight operational risks and areas for improvement
• Support senior management to deliver business targets and objectives and create a performance orientated culture
• Support senior management to highlight operational risks and areas for improvement

Sales and Service

• Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
• Drive Sales and Performance
• Distribute and manage leads
• To co-ordinate outbound activities/ tasks  to support the delivery of business objectives
• To respond to online queries received via all written correspondence channels.
• To handle and resolve complaints relating to the contact centre in a professional and effective manner.
• To collate, analyse and utilise channel statistics to manage and improve the sales / service performance of the contact centre team.
• Complete administrative duties as required daily, weekly and monthly

People

• Work closely with the team, motivating and coaching them
• Take responsibility for the day-to-day supervision of any direct reports.
• Delegate tasks as and when appropriate to team members to ensure the effective and efficient running of the department.
• Develop staff through coaching, advice and motivational techniques to help the Contact Centre teams to maximise the potential
• Hold regular one-to-one meetings and performance reviews with the Sales and Service Agents.
• Speedily identify and address any staffing issues with or between team members when appropriate, or refer any such circumstances to the appropriate department or manager for resolution.
• Performance manage all team members and offer feedback.
• Attend / host department meetings.
• Attend all staff meetings and training sessions as and when required.
• Comply with Health and Safety rules and regulations and ensure that contact centre team members do the same.
• Ensure that you measure and manage the team’s performance to achieve hourly, daily, weekly and monthly input and output targets.
• Ensure that you conduct weekly and monthly performance reviews with your team and formulate action plans to improve performance.
• Ensure that you provide on the floor support and guidance to Agents through active leadership, presence, engagement and involvement.
• Always encourage team members to excel in performance requirements.
• Ensure that you create and maintain a high-quality work environment so that the team members are motivated to perform at their highest level.
• Always generate and share comprehensive and detailed reports on team performance.
• Ensure that you coach and develop the Agents to ensure the quality of delivery meets the appropriate standards on a service and sales perspective.
• Ensure training and development plans are maintained for all team members

Reporting

• To create weekly MI reports, monthly operations reports and
• any other ad hoc reports requested by the Contact Center Manager 
• To support other areas of the business as required with outbound calling to guests and product testing.

EDUCATION

• Grade 12
• Call Centre Management Certificate or Diploma (NQF 6)
• RE Qualification

EXPERIENCE

Essential 

• Experience of supervising a team
• Ability to work with Data
• Coaching and communication skills
• Minimum of 2 years’ experience within a contact centre environment as a Team Leader/ supervisor / Team Manager
• Experience within customer services
• Previous sales experience with a proven track record of success in a sales role.
• Excellent leadership and communication skills
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations
• Experience with CRM or equivalent systems
• Good written and verbal communication is required together with good interpersonal skills.
• Creative thinking

 Desirable

• Knowledge of The Contact Centre Technologies
• Experience of managing and working with budgets
• A good understanding of working with KPIs and conversion rates

Closing Date: 03 December 2021

Important: Correspondence will only be entered into with short listed applicants. Should you not hear from us within four weeks, please consider your application unsuccessful.