Call Centre Supervisor (Telecommunications)

at  Adcorp Holdings

Synopsis
Our client in the telecommunications industry is hiring for a Call Centre Supervisor for a limited 3-6 month contract with possible extension.
Role Overview:
Responsible for the performance and output of the Service Centre Consultants to drive operational service delivery. The candidate will be allocated a specific team of consultants (up to 20) for a specific client across 2 different desks (inbound and outbound).

Qualification and Experience

• National Senior Certificate/Grade 12
• Relevant Degree/ 3 Year Diploma or Equivalent Experience
• 5-8 Years Service Centre Team Leader Experience
• Knowledge of People management processes
• Knowledge of Performance evaluation procedures
• Call Centre technical and systems knowledge
• Interlock with various internal and external stakeholders
• Manage relationships with Key clients

ROLES AND RESPONSIBILITIES

• Overall focus on team morale and motivation in the working environment.
• Coaching and management of allocated team.
• Workforce management and planning to ensure adherence to basic conditions of employment act.
• Workforce management for shift planning based on demand and capacity.
• Conduct performance reviews as per Performance management process, identify personal development as per career aspirations and succession planning.
• Provide learning and coaching opportunities and taking corrective action where necessary.
• Ensure staff understands and comply with all call centre objectives, performance standards and policies.
• Train and onboard new employees.
• Perform quality checks and where applicable execute remedial actions.
• Review overtime claims and approve in line with the business requirements/budget aligned to Basic Conditions of Employment Act.
• Daily stand-up’s with team members to review calls for the previous day (period), share learnings, identify trends, adherence to process.
• Review data quality and data completeness of calls and activities performed by the team.
• Maintain and achieve SLA targets to achieve set benchmarks (e.g. call answer ratio, service level ratio, average hold time).
• Report daily, weekly and monthly on performance against SLA.
• Provide failover support to outsource service team for business continuation purposes.
• Ongoing review and enhancement of procedures and systems according to client/organizational objectives within the Service Centre for the specific team being led.

ROLES AND RESPONSIBILITIES (CONT.)

• Participate in designing the operational strategy and contribute to the goals
• Drive and implement initiatives by identifying operational issues and suggest possible improvements
• Working with other supervisors and managers within the business to execute operational delivery.
• Prepare Key management reports (analyse, identify trends and propose solution
  Job Reference: TCN0185