Supervisor - Call Centre. Customer Operations

Main Job Functions

• Monitoring and evaluating the performance management process 

• Develop and monitor the implementation of the Contact Centre operational policies, procedures, and processes 

• Maintain a motivated environment to ensure high staff morale and low attrition levels

• Implementation of the   Contact Centre HR operations for both advisors & Team Leaders which include recruitment, training & discipline

• To participate in the planning  of the Contact Centre Strategies  and Annual Budgets

• Improve  Operational Efficiencies 

• Develop and monitor implementation of the workplace health and safety practices

• Participate in Contact Centre special projects as required

Supervisory / Leadership / Managerial Tasks: 

• Recommend training and development interventions and follow through to resolution 

• Quality Management 

• Development and maintenance of policies and processes 

• Develop motivational programs to keep morale and retention high 

• Creating and maintaining an environment that encourages team development, embracing the principles of team work and self improvement 

• Conduct coaching and subordinates training

Education

• Bachelor's degree in Business Administration, Social Sciences or any other relevant field.

Experience:

• 3- 5 yrs experience in  a Call Centre environment in a supervisory  position 

• Systems, Supervisory Fundamentals, HR practices, People management, performance management

Knowledge, Skills and Attributes:

• High Level of Computer literacy, Telecommunications industry trends, Best practice customer service/ contact centre principles, Call centre methodology and maths.

• Good Communication skills

• Interpersonal skills

• Problem solving skills

• Coordination Techniques

• Telephone etiquette.

• Negotiation skills.

• Decision Making Ability

• General Business Writing

• Technical Inclination 

• Assertive.

• Initiative.

• Perseverance.

• Attention to detail.

• Team player.

• Can-do.

• Integrity.

• Reliability

• Flexibility

• Positive Attitude

• Commitment to quality, customer service and high performance

General working conditions/ Inherent requirements/ Tools of trade

• Frequent visual, listening concentration, sitting, telephone & computer usage. 

• Will be required to conform to schedule adjustments based on business needs. 

• Observe requirements and obligations under the workplace health and safety practices.