Success Supervisor (Call Centre Team Leader)

SUMMARY:
Our client in the Research Industry, based in Port Elizabeth, is currently looking to employ an experienced Success Supervisor (Call Centre Team Leader).

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.

• 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.