Posted on: 26 August 2024
ID 922281

Call Centre Supervisor

Purpose

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
Learning And Growth
  • Maintain a transfer of skills and knowledge
  • Ensure self-development in the related fields
Knowledge / Qualifications And Experience
  • 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
Occupation:
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