Job Description

Job Details
Closing Date 2024/06/20
Reference Number SHO240613-6
Job Title Call Centre Supervisor (Computicket)
Job Type Permanent
Location - Country South Africa
Location - Province Gauteng
Location - Town or City Randburg
Purpose of the JobThe purpose of Call Centre Supervisor role is to supervise and co-ordinate a team of Call Center Agents, ensuring efficient and effective customer service delivery, adherence to company policies, and achievement of performance targets by providing high-quality customer service.Job Advert Details
Job Category Customer Service
Job ObjectivesAll aspects of overseeing Call Centre Agents:Management of service levels within the Call Centre environment
Scheduling of shifts
Dealing with clients/ customer queries
Responsible to present relevant feedback to management and staff
Setting and maintaining departmental standards
Managing of shift discipline
Updating and Drawing reports
Creating codes for Agents
Overseeing agents timesheets
Coaching staff
Ensuring performance management is implemented correctly and all necessary documentation is completed.
Always ensuring current product knowledge
Ensuring all deadlines are met.
General admin related to the position.
QualificationsMatric Grade12 (essential).
National Diploma in Communications or Business (preferred).
ExperienceKnowledge of Microsoft (essential).
3 - 5 years experience in Call Centre Supervisor role (essential).
Excellent communication and collaboration skills (essential).
Knowledge and SkillsPeople orientated - enjoy working with people in a big team engaging with customers, showing patience and empathy. Deals constructively with employee performance (effective and ineffective), understand when and how to communicate concerns. Passionate about coaching others for success!Service orientated - committed to providing high-quality customer service. Ensure customer needs are understood, concerns timeously resolved, and expectations met. Always applies customer first!High level of self-motivation to set, meet and exceed on goals and expectations.Has integrity and takes accountability for actions and mistakes.Curious and willing to learn - proactively identifies new areas for learning; seizes learning opportunities and actively uses newly gained knowledge and skill on the job.Communication - excellent listening, well-spoken and articulate, keeping conversations clear and productive when resolving queries and leaving a good impression. Always thinking of the customer first!Detailed, rule-orientated, and organised - diligently follows instructions and procedures; vigilantly watches over work processes, tasks, and outputs to ensure accuracy and initiates action to correct any quality concerns.Numeracy - interprets multiple sources of information to come to sound conclusions. Quickly grasps and able to perform numeric calculations.Results -oriented and quality-focused - sets stretch goals for self and others, while remaining focused and working tenaciously toward meeting and exceeding expectations within quality standards.Ability to work under pressure and manage multiple demands while organizing, prioritizing, and reordering workload in a rapidly changing and fast-moving environment.Team player and collaborative partner - confident communicator with good interpersonal skills and the ability to build meaningful, sound relationships both internally and externally

Shoprite Holdings