Supervisor Call Centre

Cape Town, Western Cape, South Africa

Job Description


To lead and supervise a team of call centre agents to ensure the accurate and in full administration and processing of customer ordering, which inform on time and in full deliveries which results in good customer relationships for internal and external customers.

  • To recruit, coach, develop and manage the performance of the call centre agents to provide adequate sales services for the customers in line with agreed processes
  • Pricing checks and trend analysis
  • Ordering and variance follow up on exceptions and outstanding orders
  • Tele-sales and promotional calls
  • Returns minimization
  • Monitoring and completing NCRs on Third party service levels agreements
  • To collate and rapport on key sales trends to the sales team to defend and maintain market share as well as inform promotional tactics for example variance report by channel and customer, supporting new product launches.
  • To improve and maintain customer relationships through timeously communications e.g., send out SMS/ telephonic notification affected customers of late deliveries
  • To develop bake plan based on orders received and trend analysis of channel and YOY comparisons and inform the production HOD of the requirements.
  • To manage xe2x80x9con hold customerxe2x80x9d orders and xe2x80x9cprice exceptionsxe2x80x9d by escalation to the relevant national pricing and Master Data management.
  • To facilitate the weekly call centre Invocom in order to assure alignment to bakery team strategy and review actuals against plan.
Qualification Requirements
  • Grade 12
  • FMCG industry 3-5 years Essential
  • Sound knowledge of call centre/ telesales processes 3-5 years Essential
Experience Requirements
  • FMCG industry 3-5 years Essential
  • Sound knowledge of call centre/ telesales processes 3-5 years Essential
Key OutputsJob Related Skills:
  • Numerical skills Basic Essential
  • Working with people Basic Essential
  • Telephone etiquette Basic Essential
  • Good written and oral communications Intermediate Essential
  • Disciplinary process skills (ER) Basic Desirable
  • Excel analytical skills Advanced Desirable
  • Working with People
  • Presenting and Communicating Information
  • Adapting and Responding to Change
  • Achieving Personal Work Goals and Objectives
  • Relating and Networking
Essential
  • Reporting
  • Analysing
  • Delivering Results and Meeting Customer Expectations
  • Deciding and Initiating Action
  • Leading and Supervising

Premier FMCG

Beware of fraud agents! do not pay money to get a job

MNCJobs.co.za will not be responsible for any payment made to a third-party. All Terms of Use are applicable.


Job Detail

  • Job Id
    JD1404615
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Cape Town, Western Cape, South Africa
  • Education
    Not mentioned