Introduction
Our Client, a leader in the FMCG Industry, seeks to appoint an experienced Call Centre Supervisor. Applicants need to reside in and around the Cape Town area.
Duties & Responsibilities
- Assist in the formulation of targets for individuals and teams.
- Anticipate escalation and take over calls when needed.
- Prepare reports and analyze data to assist management as they determine call center goals.
- Ensure agents understand and comply with all call center objectives, performance standards, and policies.
- Provide training and prepare call center representatives to respond to customer questions and complaints.
- Identify operational issues and suggest possible improvements.
- Monitor and evaluate agent performance, provide learning or coaching opportunities, and take corrective action.
- Must be able to devise ways to optimize procedures and keep staff motivated.
- Measure performance with key metrics such as call abandonment.
- Assign tasks to the employees and assess their performance.
- Set targets and goals for the week, month and year.
- Provide constructive feedback to improve sales.
- Recruit new employees and provide them with training and orientation.
- Take over calls whenever required and handle heavy duty days.
- Ensure that all employees adhere to the company policies and regulations.
- Prepare performance reports regularly such as weekly, monthly and annually.
- Report any issues to the management.
- Motivate the staff and maintain optimum performance in the centre.
Desired Experience & Qualification
- Grade 12 (Twelve) or certified vocational training with customer relations.
- Must have 3 (Three) years of experience as a Call Centre Supervisor or similar supervisory position.
- Must have good experience in customer service (essential).
- Driven and result oriented.
- Must have knowledge of telephone equipment and relevant computer programs.
- Knowledge of performance evaluation procedures.
- Proficiency with technology, especially computers, software applications and phone systems.
- Exceptional verbal and written communication skills and negotiation abilities.
- Strong understanding of company products, policies and services.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Excellent problem solving, leadership, and customer service skills.
- Ability to work in a high pressure environment.
- No criminal record.
Package & Remuneration
Market Related Salary.
Interested?
We are very excited to introduce our Resumé Builder which allows you to create your very own Resumé, and your details will automatically and immediately be registered on our database. To apply for this position, please go to the Resumé Builder by clicking here. Please remember to update your Resumé if any of the following details have changed:
- Personal Details, i.e., Marital Status and Contact Details
- Education, i.e., Additional qualifications obtained or courses completed
- Employment information
If you do not have the listed qualifications and experience, please do not apply as you will unfortunately not be considered for this position. We aim to reply to all applicants, however, due to the high volume of interest in our vacancies it is not always possible to do so. Should you not hear from us within 2 (Two) weeks, please consider your application unsuccessful.
Important Notice
Indgro Outsourcing (Pty) Ltd, Trading as Indgro Multi Services Group™ (the Company), is a member of APSO and as such, is bound by the Code of Ethics and Codes of Professional Practice, which include but are not limited to:
- The Company does not, as an Employment Services Provider, charge, directly or indirectly work seekers (candidates) any fees for services rendered, which is in accordance with Clause 15 of the Employment Service Act 2014.
- The Company, as Employment Services Provider, further will not discriminate unfairly at any time in the recruitment process regardless of ethnic origin, colour, gender, age, religion, political opinion, nationality, social origin, sexual orientation, or any other distinguishing characteristics within the proviso under the Employment Equity Act.
- No Promise of Employment:
Applying for a position at the Company or submitting your CV to the Company is or will NOT construe (express or implied), that the Company or any of its affiliates will guarantee you any position, for any particular period or at any specific compensation or benefit rate.
