Call Centre Supervisor

City of Johannesburg, Gauteng 17 July

HotelJobs CC

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  • Description

    Job Requirements

    Identify and develop business opportunities
    Develop and maintain relationships with internal and external business partners
    Drive production through the sales team
    Ensure that all call centre agents are coached and motivated as they make calls to existing and potential clients.
    Assist with the recruitment and selection of new employees and actively participate in the training process.
    Ensure that every agent is well prepared for calls and written communication (e-mails).
    Support agents after training by monitoring their progress and ensure they meet business expectations.
    Do quality assurance assessments with agents and provide ongoing coaching, support and motivation.
    Identify training needs and ensure that daily on-the -job training is given where gaps have been identified and liaise with training department for formal training where this is necessary. Properly record all training given to agents.
    Implement business initiatives.
    Ensure that all activities within area of responsibility are executed within budget and according to targets.
    Effectively manage, coach and develop sales team.
    Support and provide guidance to agents regarding systems, best practice or difficult customers.
    Troubleshoot problems with service and products and ensuring agents understand and comply with all call centre objectives, standards, policies and procedures..
    Ensure that the customer service standards meet the required levels. Ensure that all information supplied by agents comply with relevant legislative and business requirements.
    Hold one on one meetings with call centre agents and conduct monthly KPI sessions with each agent..
    Where continual areas of risk and or non-compliance are identified, ensure a plan is in place to mitigate or reduce the risk.
    Identify operational issues and suggest possible improvements.
    Required Qualifications & Experience

    Matric / Grade 12
    Good working knowledge of MS Word, MS Excel and Outlook

  • Number of vacancies: 1
  • Requirements

  • Minumun level of education: Certificate
  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No

To see the complete contact information, please click apply now

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Ad summary

  • Call Centre Supervisor

  • Recruiter

    HotelJobs CC

  • Province

    City of Johannesburg, Gauteng

  • Work type


  • Type of contract

    Permanent contract

  • Salary


  • Apply now

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