CALL CENTER SUPERVISOR Jobs

  • Full Time
  • Johannesburg, South Africa , South Africa

Ciazcon

Currently we are searching for a Call center supervisor for Johannesburg, South Africa.

Responsibilities of this Post:

  1. Efficiently manage day to day operations of outbound call centre.
  2. Provide dynamic leadership to our warm-up team.
  3. Achieve required daily and monthly targets.
  4. Guide and motivate the team.
  5. Manage & maintain employee retention
  6. Focus on consistently improving performance and process..
  7. Implement an annual performance review process for all team leaders.
  8. Implement call centre processes, strategies and operations.
  9. Conduct performance reviews for team leaders reporting to you directly.
  10. Develop and define learning objectives for training sessions.
  11. Manage resource capacity planning and utilization thereof to support the achievement of sales targets, volumes, operational budgets and campaign plans.
  12. Establish a high standard for productivity and quality.
  13. Develop work routines in line with operational plans/schedules in order to manage achievement of service delivery goals.
  14. Prepare annual budgets working together with head of call centre.
  15. Monitor call metrics; track effectiveness in call time, quality and customer experience.
  16. Provide weekly and monthly reporting.

Requirements of this Post:

  1. Grade 12.
  2. Three years call centre management experience.
  3. Excellent communication skills – both written and oral..
  4. Prioritization, time management and organizational skills.
  5. Knowledge of MS Office package.


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