Call Center Supervisor - Johannesburg - Service Desk Analyst

Job Description

We're on the lookout for a driven Call Center Supervisor to oversee our customer support team in Johannesburg. In this role, you'll manage operations, improve processes, and ensure that customer satisfaction is the top priority. Ideal candidates should have a solid background in call center management, strong leadership skills, and a knack for problem-solving.

Responsibilities

• Oversee daily team performance to meet key performance indicators (KPIs).
• Lead regular team meetings to discuss performance and address issues.
• Ensure compliance with company policies and procedures.
• Collaborate with other departments to enhance overall customer experience.
• Monitor and analyze call volume and staff productivity.
• Develop training programs for continuous agent development.
• Encourage team engagement and drive employee morale.
• Manage scheduling to ensure adequate coverage during peak times.

Requirements

Education

• Matric or equivalent
• Degree in Communication or related field is preferred.

Experience

• 3-5 years of experience in a supervisory role within a call center.

Technical Skills

• Call center management tools
• CRM software

Soft Skills

• Team building
• Adaptability

Languages

• English: Fluent
• Zulu: Basic

Advantageous

• Background in process improvement methodologies.: Experience in Lean or Six Sigma methodologies to streamline operations.
• Familiarity with workforce management tools.: Experience in forecasting and scheduling within call center environments.

Benefits

• Attractive salary packages and performance bonuses
• Health and wellness programs
• Flexible working hours
• Career advancement opportunities

Company Culture

• Teamwork: We believe in teamwork and collaboration, ensuring that everyone contributes to our collective success.
• Professional Growth: Our focus is on employee development, providing training and tools for your career advancement.
• Work-Life Balance: We promote a healthy work-life balance with flexible working arrangements to support our team members.