Then our Supervisor role is for you to lead our night shift with expertise and compassion. (16:00 - 03:00 SAST)
Work location: 180 Garsfontein Road, Ashlea Gardens, Pretoria
Working Hours
- Working hours Eastern Standard Time: 9am - 8pm (16:00 - 03:00)
- Working shifts, four shifts a week
- Monday to Sunday
- These working hours will change with daylight savings (in our summer months) to match the hours of 9am - 8pm Eastern Standard Time
Responsible for assisting the Hearing Hub Manager to ensure the optimal functioning of the Hearing Hub, its procedures and its systems. Operationally responsible for selected sales agents, coordinates the shift-based activities of these agents to ensure an adequate output of work is maintained. Handles the more complex queries in relation to for example sales orders, support, deliveries and escalations. Performance will be measured in accordance with performance of direct reports and role based KPIs.
Minimum Education (essential)
Matric
Minimum Education (desirable)
Relevant Management or Contact Centre Certifications
Minimum Applicable Experience (years)
5+ years in Contact Centre's
3+ years in Contact Centre Management / Supervision
Required Nature Of Experience
- Team management / supervision
- Enforcing OPs and Company Policies
- B2C / DTC sales
- Customer relations
- Telephonic sales
- E-commerce platforms
- Technical support
- Sales and reporting
- Working within a digital environment
- Working across different time zones with different countries
- CRM system experience (i.e. Salesforce)
- E-commerce platforms (Big commerce, Shopify)
- Excellent English skills with neutral tonality
- Conversion rates and sales funnels
- Conflict management
- Monitoring and measuring of performance metrics
- Google Suite
- Performance and probation management
- Relevant Labor legislation
- Working hours from EST time: 9am - 8pm
- Working shifts, four shifts a week
- Monday to Sundays
- Examining Information
- Adopting Practical Approaches
- Providing Insights
- Establishing Rapport
- Making Decisions
- Directing People
- Understanding People
- Taking Action
- Interpreting Data
- Interacting with People
- Convincing People
- Articulating Information
- Empowering Individuals
- Showing Composure
- Resolving Conflict
- Thinking Positively
- Meeting Timescales
- Checking Things
- Upholding Standards
- Seizing Opportunities
- Liaise with manager to understand and articulate strategic direction for the team itself, as well as for the teams product and system output.
- Steer the direction of the team by communicating the strategy into a workable and efficient plan, presenting assumptions and recommending objectives as required.
- Interpret sales reports and other relevant data, and advise on (and implement) midcourse corrections and/ or improvements.
- Monitor management-approved key metrics and performance on each metric within a satisfactory range.
- Report on performance on key metrics to management satisfaction.
- Ensure the level of performance on key metrics is achieved to management satisfaction.
- Assist in maintaining team shift schedule - manage exceptions of the team schedule.
- Responsible for the supervision of Relationship Managers.
- Ensure active management of teams KPI's with frequent and proactive feedback.
- Ensure there is appropriate and continuous team training.
- Active monitoring and reporting of performance of team members with scheduled, regular check-ins, performance appraisals (in conjunction with the Hearing Hub Manager) and required documentation.
- Monitor and manage peak times and operational capacity and allocate resources appropriately under guidance of the RTA and/or HHM.
- Manage Salesforce CRM and the assignment of tasks, leads and priorities.
- Enhance and encourage a culture of excellent customer service.
- Cultivate and maintain a healthy and effective team culture, in accordance with our values.
- Ensure other required documents, reports and email accounts are kept up to date and accurate.
- Ensure team meets sales targets and KPIs.
- Monitor lead assignment and ensure wrap-up tasks (for example capturing the call outcome and notes) are completed accurately and thoroughly according to procedure.
- Ensure agents action inbound sales calls according to procedure.
- Drive the upsell of additional products to existing or (and prospective) customers.
- Maintain a high sales conversion rate.
- Ensure agents provide good quality information to customers to ensure that the products meet their needs to minimize returns.
- Ensure agents are equipped to assist customers with questions about hearing loss and hearing aid benefits.
- Assist in achieving set revenue goals and targets.
- Managing escalations from the agents to solve problems for end users, and escalate to manager when necessary.
- Manage customer cases and complaints in the CRM.
- Handle escalated queries with discretion and efficiency.
- Ensure agents maintain a high first contact resolution rate, without compromising customer care.
- Ensure agents provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or text message.
- Ensure agents obtain and note quality information from the customers to allow for effective management of the relevant escalation.
- Ensure agents offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are required.
- Ensure agents transfer/relay queries to the Lexie Expert, Fulfillment or Debtors team in a timely manner.
- Ensure agents complete assigned CRM tasks for support calls to customers thoroughly and in a timely manner.
- Ensure customers have a positive view of hearX and Lexie/Go and the customer support team and processes.
- Solve problems as effectively and efficiently as possible by reducing the time spent with each query; and encourage same behaviour within the team.
- Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction; and encourage same behaviour within the team.
- Maintain a high customer effort score and customer satisfaction rating in the Hearing Hub, across the board.
- Ensure agents gather customer feedback via post-call reviews and the Lexie Rewards program.
- Actively communicate with other staff members to ensure best practice customer satisfaction.
- Ensure agents reinforce information provided on a call with texts and/or emails.
- Ensure a minimal to zero missed call rate.
- Provide continuous input on improvement of the hearing hub procedures and processes.
- Provide continuous input on improving the customer experience and service.
- Ensure key metrics stay relevant are continuously improved.
- Assist with individual and team performance through performing audits on communication logs, emails and call recordings to identify areas for improvement.
- Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers; and the corresponding responses.
- Alert top management to the needs and desires of our prospective and existing customers.
- Provide customer feedback on product or training information to the Continuous Improvement Audiologist.
- Provide feedback to the Continuous Improvement Audiologist on the support material available that could be helpful to customers and staff.
- Ensure agents actively participate in training activities and successfully complete training activities.
- Ensure communication is ethical and in line with Company Policy and provided training.
- Monitor and enforce correct use of internal systems.
- Monitor and enforce HIPAA Privacy Requirements.
- Maintain customer records in accordance with procedures and HIPAA.
- Perform QA assessments on agents.
- Ensure agents maintain high QA scores, other KPI scores and customer satisfaction rate.
- Maintain absolute customer confidentiality and protection of personal information in accordance with regulations and procedure and ensure team does the same.
- Keep quality customer interaction logs complete and up to date, on any system, sheet or form as required in accordance with procedure and ensure team does the same.
- Ensure that the records reflect accurate representations of the customer interactions, and ensure that escalations are recorded with the optimal amount of information for effective and efficient resolution.
- Ensure other required documents, reports and email accounts are up to date and accurate.
- Ensure proper knowledge is gained and kept on all regulatory, policy and procedural requirements.
- Positively adhere to all regulatory, policy and procedural requirements.
