Call Centre Supervisor

SUMMARY:
A global leader in contact centre solutions that maintains meticulously high standards for customer care is looking for a well-spoken and dynamic Customer Service Supervisor to join their world-class team.

POSITION INFO:

The Call Centre Supervisor will hire employees and assist in the training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act a resource to agents.

To succeed as a Call Centre Supervisor, you should be focused on helping your team build necessary skills and knowledge so they can better support customers. You should be supportive, communicative, and attentive.

Call Centre Supervisor Responsibilities:

• Hiring, training, and preparing call centre representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring agents understand and comply with all call centre objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analysing data to assist management as they determine call centre goals.
• Working with other supervisors and management team members to support agents and maximise customer satisfaction.

Call Centre Supervisor Requirements:

• Matric or equivalent, but more education, especially in management, is preferred.
• 2 years in Call centre supervisory or leadership experience
• Proficiency with technology, especially computers, software applications, and phone systems.
• Advanced English.
• Exceptional verbal and written communication skills.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours

The next step is to enter the application process by completing the role match questionnaire. This online questionnaire is designed to identify if you are a good match for the role and the company and also help predict a new hire''s on-the-job performance and retainability. You will be required to use the link below, using a google chrome browser.

Creating your profile:

Please navigate to https://ai.pivotaltalent.co.za/Select?CID=20483  (we recommend using Chrome)

1. Registration and authentication:
2. Select ‘New registration’
3. Complete registration information. Your email and password can be used to log in and continue building your profile, if you do not complete it in one session. Remember to accept the terms and conditions. 
4. Select ‘Register a new account’

 A few general guidelines for completing the assessment:

1. Follow the registration page and register as a new user.
2. There are no right/wrong answers. Do not see this as a test, just a way of assessing how you see things and approach problems. 
3. Read the instruction pages carefully, there are timed questions, if you go past them you cannot go back. You only have one chance to complete the assessment.
4. The 1st section is the most challenging and is also timed, take notes right from the start! Do not let this section discourage you.
5. Please find the time to put aside 45 min to complete the assessment (without any distractions).

Please note that selecting ‘next’ on the assessment saves the current progress.

Please ensure that you do this before logging out. (It is recommended not to log out during a section that is timed, as indicated by a counter at the top of the page).

If you have any issues while completing the assessment, please send an email to --------Please upload your CV here--------> with a screenshot of your error message; in this way we can give your support requirements the attention it needs.

NB! This job is now closed. You can apply for other jobs by uploading your CV.