Job Description

One our international clients within travel / tourism / hospitality industry is seeking an experienced Contact Centre Supervisor to manage a team of 49 staff. The role is based towards the Woodmead area.Qualifications and experience:

• 1+ years in a Team Leaders roll in a call centre within the South African office
• Experience in quality assurance and performance metrics
• Training / certificate: Team management, HR Disciplinary Management, Conflict Management

• Strong interpersonal and leadership
• Problem-solving and decision-making abilities
• Stakeholder management
• Relationship management

• Managing the team's daily operations, ensuring adherence to corporate service standards, including a maximum 5% lost call rate (seasonal)
• Motivate staff to maximize sales opportunities, exceeding revenue targets
• Monitor performance through bookings, phone reports, and monthly key performance assessments
• Providing coaching and counselling as needed
• Manage reception duties
• Tracking, measuring, and reporting of the overall
• Local Contact Centre productivity and efficiency
• Ensure that the global corporate standard service levels, operational and business requirements are met
• To monitor performance, coach and motivate staff to maximise every selling opportunity, to exceed revenue targets in conjunction with market leads in each market
• Establishing and maintaining strong relationships with internal stakeholders and partners to drive business opportunities and maximize sales potential
• Maintain high levels of performance within the department, to ensure excellent customer service through monitoring, training, providing staff with regular company updates
• Reviewing management information and making suggestions, recommendations on improvements within the Contact Centre
• Leading and developing the team to ensure consistency in performance, stability, and succession planning
• Co-ordinate reward, and incentive
• Serve as the primary point of contact for senior leadership regarding the S.A. contact centre operations and performance
• Develop and implement contingency plans to address potential operational disruptions
• Manage interdepartmental relationships.
• Build up the framework with a standard operating model and adhere to required processes, sales and service guidelines
• Manage S.A, contact centre performances on B2C/B2B Inbound and B2C Outbound programs (when implemented)
• Assess the S.A. contact centre for capabilities to reach the sales conversion rate/revenues objectives and to deliver the required customer experience
• Continuously drive sales and operation excellence initiatives and share best practices to the overall network.
• Mitigate risks through performance management
• Continuously drive sales and operation excellence initiatives, aimed at improving agents experience and reducing pain points
• Remain flexible and open to new ideas
• Always have customers experience at top of mind
• Conducting regularly meeting to provide feedback on quality performance, trends and focus areas
• Conducting regular forecast checks to ensure delivery adherence
• Ensuring disputes are effectively managed and tracker

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