Supervisor: Customer Service - Job Details

Return to Job listing

Job in 'Customer Service' discipline and 'Call Centre' category


Advertised Details
Job title: Supervisor: Customer Service
Reference code: CUST10067
Job category: Call Centre
Position status: Vacant
Min Salary (p/m): Market related
Position type: Permanent
Max Salary (p/m): Market related
City: Johannesburg
Description
Tracker requires the Services of a Supervisor in the Customer Service Department – Outbound Team at Tracker Head office, based in Johannesburg.
We require a diligent and hard-working individual, who can be a part of a highly pressurised environment.
Skills Required
RESPONSIBILITIES

• Ensure that telephonic requests received within the Client Service Division are handled efficiently and that company requirements of AB rate & Service Levels are maintained.
• Ensure that electronic requests and walk in clients received within the Client Service Division are handled efficiently and service level agreements and standards are maintained.
• Taking ownership of escalated queries and ensuring query resolution through liaising with all necessary parties and providing timeous feedback to customers.
• Daily assistance with call retrieval requests.
• Daily management of survey escalations according to communicated procedures.
• Effectively managing of resources in own team to provide assistance to other teams in Client Service when required.
• Ensure meeting of team targets / deadlines as per Key Performance Agreement and managing of non-adherence according to set guidelines.
• Maintaining records of attendance, management of leave and time keeping as well as managing of misconduct accordingly.
• Upkeep of administrative staff files including all policies and procedures.
• Collation and analysis of statistics on a daily / weekly and monthly basis.
• Collation and discussion of KPA's and implementation of PIP / PDP's where applicable.
• Daily spot checks to be done on agent performance through call listening and “on the job” coaching and assistance to be provided.
• Ensuring staff are continuously updated with current and new products, procedures and processes through meetings, training sessions and up to date SOP's.
• Daily monitoring and follow up / coaching on individual QA scores, targets, survey transfers, telephone states when the desired outcomes are not achieved.
• Identify concerns or trends within department, investigate and propose possible solutions for problems.
• Continuous implementation of staff motivation through creative and innovative ideas.
• Be able to interact and build relationships with all Internal Departments and Management.
• Provide daily performance reports to the manager including any concerns noted and action taken.
• Assist with any other tasks or duties assigned by the Manager as the need arise to ensure exceptional and efficient service to internal and external customers.

SKILLS / KNOWLEDGE

• Matric coupled with 3-4 years working experience in a Contact Centre.
• Minimum of 1 year Leadership experience in an outbound environment.
• Excellent understanding of telephony monitoring systems and interpretation of reports.
• Advanced knowledge on the following systems required:
CDS, CRM, Skytrax
Financial (Willow),
Technical knowledge (Skytrax reports, Master, TMS, TX, Access forms)
Procentre, Aspect & Webrecall
• A passion for customer service and a professional attitude at all times.
• Excellent product and systems knowledge.
• Advanced MS Office proficiency.
• Excellent interpersonal skill
• Work accurately with high level of attention to detail.
• Ability to work under pressure.
Additional
none

You are currently not logged in.

You will therefore not be able to view the complete list of requirements for this job, nor will you be able to apply for it.

Please login above or register your details with us.