Call Center Supervisor - Johannesburg - Service Desk Analyst

Job Description

As the Call Center Supervisor, you will oversee our service desk team in Johannesburg. Your leadership will ensure high levels of customer satisfaction while implementing process improvements to enhance service delivery.

Responsibilities

• Oversee the day-to-day activities of service desk agents and ensure they meet performance goals.
• Evaluate team performance through metrics analysis and coaching.
• Assist in the hiring and onboarding of new team members.
• Conduct regular team meetings to motivate and inform staff.
• Implement best practices for customer service processes.
• Monitor workloads and allocate resources effectively.
• Work closely with other departments to enhance service delivery.
• Perform administrative tasks related to scheduling and reporting.

Requirements

Education

• Bachelor's degree in Business Administration or related field
• Postgraduate qualification is an advantage

Experience

• 3-5 years of experience in call center or customer service management

Technical Skills

• Call Center Software
• Data Analysis

Soft Skills

• Leadership
• Communication
• Conflict Resolution

Languages

• English: Fluent
• Afrikaans: Conversational

Advantageous

• Experience in remote team management: Knowledge of managing hybrid teams effectively, especially in a call center context.
• Knowledge of customer service best practices: Familiarity with current trends and practices in customer service and support.

Benefits

• Competitive salary and performance bonuses
• Medical aid and pension fund contributions
• Opportunities for professional development
• Flexible work arrangements

Company Culture

• Team-Oriented Environment: We cultivate a culture of teamwork and respect, ensuring every team member's voice is valued.
• Focus on Growth: We prioritize the personal and professional growth of our employees through ongoing training and mentorship.
• Embracing Diversity: We are dedicated to creating an inclusive workplace that values diversity in all its forms.