Call Center Supervisor

Job Description

We are seeking a dedicated and experienced Call Center Supervisor to manage our Johannesburg-based customer service team. You will play a vital role in enhancing the customer experience by leading, mentoring, and developing the support staff while ensuring efficient and effective service delivery.

Responsibilities

• Directly oversee the day-to-day operations of the call center team.
• Ensure compliance with company policies and procedures.
• Act as a point of contact for internal departments to resolve customer queries.
• Conduct team meetings to communicate goals, updates, and performance metrics.
• Utilize CRM systems to track and analyze customer interactions.
• Encourage team participation in feedback sessions for process improvements.

Requirements

Education

• Diploma in Customer Service Management or related field

Experience

• 5 years of experience in the customer service sector, with a strong focus on team leadership

Technical Skills

• Data Analysis
• Call Center Technology

Soft Skills

• Empathy
• Time Management

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Bilingual capabilities: Ability to communicate in multiple languages, enhancing customer interactions.
• Knowledge of quality assurance practices: Experience with QA processes and metrics in a call center environment.

Benefits

• Comprehensive health and life insurance
• Annual bonus based on performance
• Training and development opportunities
• Flexible work hours

Company Culture

• Inclusivity: We believe in creating a diverse environment where all employees are valued.
• Open Communication: Our leadership encourages transparency and open discussions across all levels.
• Work-Life Balance: We promote a healthy balance between work and personal life for our team.