Contact Centre Supervisor

WHAT WILL YOU DO:

• The Contact Centre Supervisor will play a key role in maintaining productivity, efficiency, and customer satisfaction within the Call Centre.
  
  Oversee daily operations, managing staff performance, and ensure high-quality service delivery to our customers.
  
  Supervise and coach Operators on effective call handling techniques, customer service skills, and adherence to company policies and procedures.
  
  Monitor and manage call queues to ensure efficient call flow and minimize response time for customers.
  
  Implement and maintain quality assurance programs to ensure consistent service quality and adherence to performance standards.
  
  Submit reports on call volume, duration, and other relevant metrics for management review.
  

WHAT WE ARE LOOKING FOR:

• An enthusiastic individual with excellent Customer Services skills.
  
  Excellent communicator with good numeracy and personal interaction skills.
  
  A self-starter and good team player.
  
  Someone that can work under pressure and lead a team.

REQUIREMENTS:

• Must have completed Grade 11 (New Curriculum) or Grade 12 (NSSC-O) with 22 marks.
  
  Bachelor's Degree or equivalent experience in Business Administration, Communication, or a related field would be an added advantage.
  
  Minimum 2 years Call Centre experience at Supervisory level.
  
  Must have proven experience in a Customer Service environment.
  
  Must be a fluent communicator in English and proficiency in any other indigenous language would be beneficial.