CALL CENTER SUPERVISOR Job at Ciazcon – Durban, KwaZulu-Natal
Responsibilities of this Post:
Develop action plans and initiatives to drive sales, motivate team and improve performance.
Collaborate with Managers to develop action plans to achieve sales targets and business goals.
Based on department targets determine sales targets for teams.
Drive the achievement of production targets for the call centre through the implementation of initiatives and campaigns.
Regularly assess team performance against targets and implement actions to increase performance.
Collaborate with Quality Assurance to coach Managers to increase productivity, compliance and quality of calls in their areas.
Analyse, identify trends and report on team performance and productivity.
Identify operational efficiencies and make recommendations for improvement.
Implement measures to address non-performance within the team.
Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets.
Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.
Build and maintain relationships with clients and internal and external stakeholders.
Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted.
Requirements of this Post:
Minimum entry level qualification equivalent to Grade 12/NQF4 qualification.
Four years’ experience in Call Centre management.
Excellent communication skill.
Decisiveness and attention to detail.
About the Company
Company: Ciazcon –
Company Location: Durban, KwaZulu-Natal