SUMMARY:
Our client in the Research Industry, based in Port Elizabeth, is currently looking to employ an experienced Success Supervisor (Call Centre).
Role Overview: This role focuses on hands-on engagement with agents throughout their shifts, offering real-time guidance, solving problems, and driving operational success.
POSITION INFO:
Requirements:
- Business / People Management Degree advantageous.
- Proven experience managing and mentoring teams in high-pressure environments.
- 5 years of supervisory experience in a Call Centre or customer service environment.
- Familiarity with Call Centre-specific technologies, including telephony systems and CRMs.
- Strong ability to read, analyze, and present KPI reports using Microsoft Excel and BI tools.
- Hands-on expertise in managing workforce optimization to ensure task alignment with performance goals.
- Proficiency in creating and executing performance improvement strategies based on daily data analysis.
- Knowledge of emerging Call Centre technology trends that enhance agent and customer outcomes.
Responsibilities, but not limited to:- Supervise Call Centre agents throughout their day, actively guiding, mentoring, and assisting them.
- Monitor and analyze daily performance metrics, taking corrective actions when necessary.
- Provide immediate feedback and coaching to agents to improve efficiency and effectiveness.
- Act as the first escalation point for issues and ensure timely problem resolution.
- Maintain clear communication with agents regarding changes, updates, or directives.
- Collaborate closely with QA and Coaching Coordinators to develop personalized training and action plans for underperforming agents.
- Create and maintain a collaborative, motivated, and supportive team culture.
- Ensure adherence to operational policies and procedures, identifying and escalating any breaches.
- Partner with administrative teams to ensure workload is distributed equitably across the Call Centre.
Kindly be advised that should you not receive a response within two weeks of applying, please consider your application unsuccessful.
NB! This job is now closed. You can apply for other jobs by uploading your CV.
