Descrição
What will you do?
The Call Centre Supervisor will ensure the department delivers the required performance and deliver and a great customer experience
The individual will ensure that through their team, customers receive a friendly, professional and consistently high-quality service helping to resolve various queries, close any sales enquiries, identify up sell and cross sell opportunities
The individual will lead and develop the team to ensure consistency in performance, stability and succession planning.
What will make you successful in this role?
- Analyse sales and call centre data and reporting related thereto.
- Evaluate staff effectiveness and performance. (Call evaluations)
- Prepare work daily rosters.
- Provide leadership, training and coaching of agents. Engagement and support of the team to ensure better performance.
- Provide consistent communication, feedback and customer insight to management.
- Seek opportunity to improve customer experience.
- Identifying best practice and driving continuous improvement.
- Ensures service and sales are consistently reviewed and expectations are met with optimum levels of quality & service delivery.
- Management of monthly incentives.
- Management of disciplinary action.
- Manage escalations
- Working with HR for recruitment and onboarding centre staff
- All coaching and training of all call centre staff