CONTACT CENTRE SUPERVISOR

Recruiter:

KMCK Talent Sourcing

Job Ref:

Contact Centre Super..

Date posted:

Wednesday, June 8, 2022

Location:

Pretoria, South Africa

Salary:

R23k-R25k TCTC pm

JOB SUMMARY:
The main purpose of this position is to supervise, direct, train and evaluate employees in the Call Centre Department.

JOB DESCRIPTION:

JOB ROLE AND RESPONSIBILITIES:

Manage the relationships with customers ensuring retention and growth
Delivery of excellent customer service
Constantly evaluate the team in terms of strengths, weaknesses, opportunities, and threats with the guidance of departmental manager.
Provide team members with assistance and advice to ensure that both internal and external queries are resolved within the stipulated turnaround times.
Manage the performance of team members and provide training if and where necessary.
Ensure that the relevant information and documentation is filed in the individual customers files.
Ensure that billing is added on the systems according to the customer’s contract
Ensure accurate information between all systems correspond.
Ensure that the customer receives efficient support and service.
Monthly KPI management (Productivity /quality).
Ensure service levels are achieved daily/monthly/yearly.
Provide management with daily/monthly/annual and regular reports.
Ensure that the customer products are fully operational and provide assistance with the scheduling of repairs, service etc.
Control and manage departmental office administration.

QUALIFICATIONS AND SKILLS:

Grade 12/Matric
Minimum 4-5 years’ experience supervising a large call centre
MS Excel, MS Word and MS PowerPoint – advanced
Clear ITC and crim

Package: R23 – R25k per month TCTC dependent on experience and qualifications.

Should you not have received a response to your application within two weeks of submitting your CV, please consider your application unsuccessful. Your CV will be kept on file for any further suitable positions.

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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