Share this job with your friends, family and co-workers...
THIS JOB ADVERT IS STILL ACTIVE...
CALL CENTRE SUPERVISOR - 363725
CALL CENTRE SUPERVISOR
Administrative / Call Centre / Office Support
Wage / Salary:
R - Market Related - P/M (Per Month)
Manages the Call Center, including all its operation and staff. Manages all customer service interactions and provides and ensures the highest level of customer service while developing and maintaining lasting customer relationships. The Call Center Manager Ensures that the call center agents manage customer queries and that they are attended to timeously, and that the needs of the customer are always met.
This role ensures that the company acts within the agreed Service Level agreement (SLA) set up with customers as well as manages the distribution of all logged calls, communication to the technicians and monitors and evaluates calls that are not closed.
The Call Center Manager is in charge of recruiting, training, scheduling, planning, and disciplining all employees of the Call Center. The Call Center Manager generates reports for the Service Manager that reflects the status of the Call Center.
The Call Center Manager ensures there is constant and clear communications to all other departments in the company, to stimulate the company`s culture and ease the path for excellent customer service, achieving the company`s vision.
Duties & Responsibilities
Provide reports containing the previous day’s call centre statistics to the Service Manager.
Assist the Regional Supervisors with part pricing on parts ordered.
Order spare parts from the correct supplier after the part was approved for ordering by the Regional Supervisors and provide feedback on progress of orders to Supervisors as well as customers.
Follow up on parts orders.
Assist the debtor’s department with invoice queries.
Address and/ or create credit notes on BPO and Laserfiche.
Give feedback to the Service Manager regarding queries escalated to the Call centre.
Submit and monitor warranties with the various suppliers.
Assist with the implementation and improvement of new policies and procedures.
Assist with the weekly Open workorders and WIP.
Updating warranty claims on BPO.
Assisting the stores department with stock levels on spare parts.
Collaborate, assist and co-ordinate technical staff to get new installations completed timeously.
Assist the Call centre agents with queries.
Issue loan units for customers.
Prepare quotations for customers on parts and labour and follow up on quotations sent out to clients.
Assisting customers with insurance claim queries on quotations sent.
Conduct training workshops for the call centre agents to improve the service levels of the call centre.
Ensuring excellent service delivery to customers by managing calls logged.
Constantly find ways to improve customer satisfaction and service delivery by keeping up with the latest trends, being proactive in every approach, attend necessary training and workshops, arrange team-building days, etc.
Ensure service delivery is in line with the customer SLA.
Ensure that customers are billed if they exceed their agreed hours per month.
Ensure clear communication on all issues/queries, additional billing and/ or any updates and news are sent out on time to clients.
Accomplish staff results by communicating job expectations; planning, monitoring, and appraising job results.
Disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
Driving the culture of the company in the Call Center.
Arrange the training and development of staff in the department by implementing a training development plan for the department as well as personal development plans for individual staff.
Manage the workflow of the call center agents and ensure that calls are logged and updated.
Ensure timekeeping is accurate.
Monitor agent monitoring call backs per technician. Increase productivity by managing daily calls done per technician.
Monitor agents monitoring travelling done per technician.
Assist in the prioritising the attending of calls logged, according to their urgency.
Oversees the work of all staff to ensure that all jobs are completed on time, within budget, and to customer specifications.
Desired Experience & Qualification
Qualifications and experience
Diploma or higher certificate in management or similar
2 years in management of staff experience
2 years call center experience
5 years + in customer service experience
Microsoft outlook experience (Strong in MS word and Excel)
Skills and behavioural competencies:
Conflict Resolutions skills
Strong Communication skills
Able to adapt to change easily
Ability to work independently as well as manage a team
Ability to work under pressure and at a fast pace
Ability to multi-task
Own Reliable Transport
Able to work overtime where required
Package & Remuneration
R20 000 - R25 000 CTC