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Call centre supervisor for electronic security product OEM

Responsibility:

Hire, train and on-board new call centre agents as required to meet quotas, and provide coaching and assistance to call centre agents on an ongoing basis.

Oversee and ensure conflict resolution between staff and customers.

Ensure that all employees follow the company’s best practices for call centre management and operations.

Conduct periodic surveys of customers and potential customers to ensure quality control.

Manage the daily running of the call centre.

Perform needs assessments, performance reviews and cost/benefit analyses, and set/meet performance targets for speed, efficiency and quality.

Ensure all relevant communications and data are updated and recorded.

Advise clients on products and service available.

Liaise with staff, managers and third parties to gather information and resolve issues, and personally handle the most complex customer complaints or enquiries.

Monitor random calls to improve quality, minimise errors and track operative performance.

Coach, motivate and retain staff, and review their performance to identify training needs and plan training sessions.

Record statistics, user rates and the performance levels of the centre, and prepare reports based on these records.

Candidate:

Grade 12 qualification minimum.

Proven experience (ideally at least 3 years’) as call centre supervisor or similar position.

Experience in customer services.

Knowledge of performance evaluation and customer service metrics.

Solid understanding of reporting.

Proficient in Microsoft Office and Freshdesk.

Outstanding communication and interpersonal skills.

Excellent organisational and leadership skills, with problem solving ability.

Positive and patient.

Bilingual (English and Afrikaans) preferred.

Remuneration: Market related.
Location: JohannesburgGautengSouth Africa
Company: FSK Electronics
 
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2018-11-29 FULL_TIME


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