| Closing Date | 2022/10/25 |
| Reference Number | PRE221018-4 |
| Job Title | Call Centre Supervisor |
| Department | Milling Admin |
| Site | 975 – Premier Corporate |
| Job Type Classification | Permanent |
| Location – Country | South Africa |
| Location – Town / City | Midrand |
| Location – Province | Gauteng |
| Job Description | Purpose of the job:Supervising of teams and ensure adherence to all company policies and procedures.Main objectives of the Call Centre Agent Supervisor:Always maintain excellent customer relations and have a professional attitude Communicate with relevant stakeholders and other departments as needed on order specifications, additional needs, or special requirementsPerform regular daily order schedule maintenance functions Effectively manage behavior relating to staff punctuality Always maintain excellent customer relations and have a professional attitudeOversee efficiency of operational processes, including duplicated lines / orders but not limited to all Call Centre SOP’sAlways maintain excellent customer relations and have a professional attitudeParticipate in strategic planning and goal setting for various Call Centre functionsDrive and deliver operational excellenceAnalyze business requirements and customer needsResearch, identify methods to improve operations and reduce costs within your departmentSupervise and train employeesSuccessful participation in the improvement of people engagement levelsDiscover training needs and provide coachingEnsure compliance with company policies and regulationCreate an inspiring team environment with an open communication cultureDelegate tasks and set deadlinesOversee day-to-day operationMonitor team performance and report on metricsListen to team members’ feedback and resolve any issues or conflicts Recognize high performance Supervise and motivate staff to perform their bestInteracting with customers and handling customer queries including escalated queries for the team and complaints in a timely mannerEnsure that SOPs are updated monthlyEnsure adherence to orders verifications processesProvide Call Centre administrative supportPerform regular daily order schedule maintenance functionsEnsure that all reports are submitted in accordance with timelines providedPrompt attendance of various Invocoms – minutes to be communicated to line managerMeet specific service levels on a daily, weekly, and monthly basisEnsure all orders are accurately captured and on timeImprove communication within the Call Center, Milling and sitesActively supervise, participate, and ensure Premier FMCG housekeeping standard is met by subordinates. |
| Qualification Requirements | Qualifications: Grade 12 |
| Experience Requirements | Experince: FMCG industry 3-5 years Essential in the same capacitySound knowledge of call centre processes 3-5 year |
| Key Outputs | Job Related Competencies (knowledge, skills, and attributes):Ability to driver for results and accountabilityCore business processes and capabilitiesExcellent communication skillsGood analytical and problem-solving abilitiesHigh level of accuracyInnovation/continuous improvementsSense of urgency/ enthusiasticStrong customer service skillsJob 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 Intermediate Desirable . |