Call Center Supervisor

Job Description

We are seeking an experienced Call Center Supervisor to lead our customer support team in Johannesburg. The ideal candidate will have a proven track record in managing service desk operations, ensuring high-quality service and maintaining customer satisfaction.

Responsibilities

• Lead the call center team in achieving sales and service goals.
• Provide support and guidance to team members on product knowledge and client interactions.
• Review and analyze call center reports to identify trends and areas for improvement.
• Implement training programs to enhance employee skills.
• Ensure that all customer queries are addressed promptly and accurately.
• Foster a team-oriented culture that encourages collaboration and information sharing.
• Actively participate in the recruitment process for new hires.

Requirements

Education

• Bachelor's degree in Management or a related field is preferred

Experience

• 5+ years of experience in a call center environment, with at least 2 years in a supervisory position

Technical Skills

• Customer Satisfaction Techniques
• Data Analysis

Soft Skills

• Empathy
• Team Building

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Experience with Performance Management Software: Familiarity with software that tracks and boosts team performance.
• Project Management Skills: Experience in managing projects and leading initiatives within a call center.

Benefits

• Comprehensive medical aid and dental cover
• Performance bonuses
• Flexible working hours
• Employee recognition programs

Company Culture

• Innovation: We encourage creative thinking and innovative solutions to challenging customer service scenarios.
• Work-Life Balance: We understand the importance of a healthy work-life balance and promote it across our teams.