Technical Call Center Supervisor

 

Recruiter:

Talent Evolution

Job Ref:

PTA001082/EO

Date posted:

Thursday, July 21, 2022

Location:

Johannesburg, South Africa

Salary:

R500 000 pa Annually


SUMMARY:
To ensure effective specialised service delivery and resource utilisation in the  Contact Centre.
To oversee the operations of the contact centre and to manage a team within the contact centre. 
  24/7 environment - shift work required

JOB DESCRIPTION:

Responsibilities
Input into Operational Planning 
  • Contribute towards continuous improvement and innovation at process and procedure level
  • Input into identifying ways to fine tune systems in line with changing work practices
  • Recommend ways to exploit new opportunities to grow the business further
  • Assist in identifying innovative ways to use minimum resources to achieve maximum outputs
  • Plan for resources against shrinkage
  • Plan for staff training and development
  • Monitoring of the Contact Centre Agents:
  • Daily monitoring of the reports generated by the Realtime agents for
-       Calls taken
-       Case, FCR, follow up
-       Chats Resolved/Unresolved (social media)
-       Tickets Resolved/Unresolved (Support, FCR, Follow up tickets)
  • Work with Realtime agents to ensure all the reporting required in in place
  • Ensure Overtime, Shift and Leave submissions are submitted correctly and on time
  • Ensuring agents adhere to all processes and rules
  • Work with QA agents to ensure agents adhere to policies and procedures
  • Work with QA agents to identify any training gaps
  • Ensuring that Realtime agents track the performance of agents within the Contact Centre and proactively monitoring:
  • Agents clock in/out
-       Long calls
-       Break times and schedules
-       Monitor that Contact Centre agents have swift responses from Second line agents regarding queries
-       Track the hourly call drivers and flag spikes in call volumes
  • Monitor agents CSAT scores
-       Sample listening of agents calls to identify issues with training or process adherence
  • Assist with calls and escalations from clients who request a Supervisor/Manager
  • Track calls and address the following.
-       Agents who may have handled the previous call without resolution
-       Number of times the client has called in without a resolution
-       Identify why the call resulted in a request for a Senior person to intervene
-       Identify a way forward in equipping agents to escalate, assist and resolve future issues
  • Ensure agents are aware of any changes in the business processes and up-to date with access to all systems, knowledge of products and ability to deal with all Support, CX related queries efficiently.
  • Ensure that Second line assistance from internal departments is available on shifts and liaising with Sonic CC Agents in Realtime (Lack of support from internal departments is to be escalated to Team Leaders and Management)
  • Ensure that the Support mailbox is being monitored and faults logged are being addressed
  • Liaise with internal department Team leaders/Managers to ensure swift resolutions to queries and escalations
Problem Identification and Resolution
  • Deal with problem situations that arise timeously and efficiently
  • Provide information and knowledge as required to resolve problems
  • Take action to prevent the reoccurrence of escalations and repeat calls.
 
 
Customer Service
  • Contribute towards initiating change to continually improve all aspects of service delivery
  • Ensure all customer queries are attended to and resolved within agreed SLA’s
  • Ensure the delivery of first-time right service excellence
  • Get first-hand customer information and use it for improvements in customer services and support 
Reporting
  • Identify and prepare relevant information and data for reporting purposes
Prepare and submit daily, weekly and monthly staff and management reports 
 
Operational Coordination
  • Ensure that Contact Centre benchmarks are attained as defined by the Manager
  • Supervise Contact Centre Agents to react to all queries effectively and promptly
  • Ensure that the correct actions and escalation procedures are properly adhered to and followed closely
  • Handle escalated calls from the call centre agents and from clients wanting to speak to management
  • Provide on-the-job training and guidance to Contact Centre Agents  
  • Provide ideas and feedback on software tools, procedures, and improvements Contact Centre functionality
  • Promote a customer centric work environment
  • Perform quality checks and monitor calls on an ad hoc basis
  • Ensure that all SLA’s with internal and external customers are adhered to
  • Ensure that standard letters and scripts are in place and are used effectively
  • Monitor telephonic service levels and take action as required
  • Provide reporting and statistical analysis to management for decision making around staffing, training, agent performance, etc
  • Identify trends and implement corrective measures
  • Perform daily controls related to performance, productivity, risk, etc.
  • Ensure that agents equipment is in working order and maintained
 Requirements:
  • Minimum of 3-year technical tertiary education or related.
  • Leadership role in leading a Team 
  • Fluent in English 
  • Minimum of 2 years’ experience in supervising others in technical environment.
  • Experience working in a medium organization
  • Repair Centre and TMS System- Rockwell, Challenger and RMS experience and training
  •    Computer training (Microsoft Office)
  • Report writing
  • Data and Statistical Analysis 
Should you not receive a response within 10 working days, please consider your application as unsuccessful

 

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



 

 

 

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