Call Centre Supervisor

Recruiter:

Watershed Consulting

Job Ref:

MI-CCS

Date posted:

Tuesday, June 8, 2021

Location:

Johannesburg, South Africa

Salary:

R350,000.00

SUMMARY:
Call Centre Supervisor needed in the healthcare insurance space. This is a customer service focused enviroment.

POSITION INFO:

Responsibilities

Develop objectives for the call center’s day-to-day activities.
Supervise daily operations and personnel aiming for maximum efficiency.
Conduct effective resource planning to maximise the productivity of resources (staff, technology, etc.).
Overall supervision of all call agents, inbound and outbound calls, ensure maximum quality output, and take responsibility for staff to be well-organised and productive.
Coach, and provide training to staff to maintain high customer service standards.
Ensure agreed SLA’s are met or exceeded.
Manage and maintain data integrity and update accordingly where necessary.
Coach, mentor call agents, and assess call levels by evaluating inbound and outbound calls according to agreed SLA’s.
Collect and analyse call-centre statistics (call rates and customer service metrics etc.) and take action accordingly.
Log and report on enquiries received and registered on the MIP system.
Ensure all enquiries are resolved satisfactorily to customer requirements within business rules.
Escalate any concerns or matters that will result in unsatisfied customer services.
All monthly reports on call in and outbound as well as staff performance levels in accordance with 6 monthly KPA feedback.
Assist with annual quality assessment surveys to all contracted designated GP service providers and from time-to-time any other campaigns.
Develop and be involved in relevant operations, business processes and any committee meetings.

Qualification & Experience

Matric
Diploma in Customer Service a prerequisite
FAIS Compliant (Qualification, RE 5 and class of business)
At least 5 years experience in a Call Centre environment.
At least 3 years as a Manager or Supervisor of a Call Centre

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

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