Call Centre Supervisor (12 Months Contract) Wits GRT

Main purpose of the job:

• To supervise and coordinate the activities of the Call Centre Agents to ensure that work is done according to standard operating procedures and protocol

Location:

• Wits School of Public Health - Johannesburg

Key performance areas:

Day-to-day supervision of call centre activities

• Supervise the performance and productivity of Call Centre staff
• Produce daily individual and team performance reports for Call Centre agents
• Obtaining and documenting informed consent
• Assign tasks, follow up and give instructions as necessary
• Ensure Call Centre staff report for duty

Maintain and execute call centre scheduling plan

• Prepare and direct scheduling plans
• Monitor operators’ attendance, schedule shifts and breaks as necessary

Implement a quality assurance/control programme

• Analyse Call Centre metrics (acceptable average speed of answer, call scoring, and schedule adherence data)
• Use Call Centre technologies, including call monitoring, performance standards, call routing, and Interactive Voice Response (IVR) applications, to assess and improve the performance of Call Centre Agents
• Monitor technology and data entry to ensure information integrity; implement required fixes

Participate in training and meetings

• Facilitate and participate in data collection training and debriefing sessions
• Contribute to the development of learning outcomes for training courses/session
• Ensure that team members obtain appropriate training and support to best apply their knowledge and skills on the job

Required minimum education and training:

• Grade 12

Required minimum work experience:

• Minimum 1-year experience as a fieldworker or call centre agent

Desirable additional education, work experience and personal abilities:

• Should possess managerial and team leader skills
• The successful incumbent should be technology efficient
• Good data entry and typing skills
• Good listening skills and ability to generate reports
• Maintaining confidentiality should be of utmost importance

TO APPLY:

• Only if you do meet the minimum job requirements and experience as mentioned above, you may submit a detailed updated CV.
• Please Apply Online and complete your registration on Ditto Hire (our application tracking system) to enable and protect you as a candidate to accept the new POPIA terms and conditions. This will then create your permanent profile with which you can apply for all jobs as advertised by AJ PERSONNEL. However, you may remove your profile from AJ PERSONNEL when you are no longer in the job market.
• AJ Personnel is fully POPIA Compliant.
• Please take note that the applicants who do not adhere to the above criteria will not be considered for the respective position.
• The closing date for all applications: 18 August 2022.
• Wits Health Consortium will only respond to shortlisted candidates.
• Candidates who have not been contacted within two weeks of the closing date can consider their applications to be unsuccessful.

Please note:

• Our Client, WHC - GRT, maintains mandatory Covid-19 requirements, and as such only Covid-19 vaccinated incumbents will be considered for positions.
• WHC, in accordance with its Employment Equity goals and plan, will give preference to suitable applicants from designated groups as defined in the Employment Equity Act 55 of 1998 and subsequent amendments thereto.
• AJ Personnel is only responsible for advertising the advertisement on behalf of their client Wits Health Consortium.
• AJ Personnel does not have any salary or other information regarding the position.