Contact Centre Supervisor Level 1 needed at Fidelity Services Group
Job title : Contact Centre Supervisor Level 1
Job Location : Gauteng, Johannesburg
Deadline : December 30, 2024
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MAIN PURPOSE OF JOB:
- Manage the day to day planning, operation and problem-solving of a team of agents in order to meet with the required service level components, standards and Call Centre targets.
QUALIFICATION & EXPERIENCE:
- Matric or relevant qualification
- Customer Service experience in a Call Centre environment
- Experience in people management / supervisory role
RESPONSIBILITIES &DUTIES:
Customer Interaction
- Answer inbound calls and assist customers with their inquiries
- Respond and resolve written and web correspondence received from customers
- Action and update the customer requests on Listener
- Responsible for taking ownership fro escalated queries, ensuring resolution and follow up with customers
Team Management
- Manage the delivery of team service level expectations, quality and productivity targets and indicators
- People management, including all HR related issues as well as staff development
- Call monitoring, coaching and feedback, responsible for the delivery of superior customer experience in every call
- Training, development and coaching of staff
- Motivation, leadership for a team developing future leaders
- Conducting performance appraisals for the team
- Work very closely with the team members to solve customer queries
- Scheduling / resource planning – forecasting to ensure sufficient number of age
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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