Supervisor: Call Centre – SDCD19122 needed at City of Ekurhuleni

Minimum Requirements:

• Grade 12 or NQF Level 4 equivalent qualification
• National Call Centre Management Certificate (1 year or longer from a recognized Institute)
• 2 year (in the aggregate) supervisory experience in Call Centre environment dealing with customers; OR 2 year customer services management/supervisory experience; OR a minimum of 5 years continuous call centre experience
• Clean criminal record
• Computer literacy and the ability to type 30 wpm

Core Responsibilities:

• Operational management of the Call Centre
• Responsible for setting targets with the Contact Centre Manager for the Call Centre Section. Giving regular feedback to Call Centre Agents on their performance
• Design and produce meaningful information and accurate reports to Call Centre Management
• Manage all business processes
• Manage all daily escalation of urgent and overdue work and follow up on queries
• Manage the training and development of staff
• Manage all Call Centre resources
• Manage the assistance offered to the Call Centre when operational increases occur or staff shortages
• Manage the updating of notices / summary of notices and general feedback to the Call Centre
• Plan and manage the standby roster
• Co-ordinate meetings between Depot Managers and the Call Centre