The main responsibility of the Call Centre Supervisor is to manage the operations (contracts assigned to you) and staff. Accountable for the overall performance against set SLAs
Key Roles
- Manage operations within allocated budget
- Continuously monitoring of SLA targets
- Monitoring of e-mail and voice queues (E-mail and Voice wait time)
- Monitoring of post call surveys
- Continuously monitor and evaluate agents works to ensure quality, and timely execution as per service standard and client requirements
- Continuously monitor shift schedule adheres
- Log in and log outs
- Schedule and unscheduled breaks
- Absenteeism
- Continuously monitor of absenteeism (planned and unplanned) as well as capturing on SAP within 48 hours of return
- Identifying skill requirements of staff and ensure development for optimum performance and career development
- Bi-monthly performance sessions
- Maintain a transfer of skills and knowledge
- Ensure self-development in the related fields
- Grade 12
- Excellent understanding of a contact centre and admin support environment essential
- Call Centre management certificate would be an advantage
- 2 5 years experience in Call Centre management
- Computer packages essential
- Good listening, verbal and written communication essential
- Good product and process knowledge related to Facilities management, Plant Maintenance, CRM, Property Solution, HR, Supplier Chain, Soft Services and Workplace Services.
- Excellent/Good knowledge on Bidvest Facilities Management products
- Thorough knowledge on most Bidvest Facilities Management systems essential
- Experience in management report writing essential
