Coastal Contact Centre Line 1 Supervisor - Fidelity Services Group

eg. Accountant or Accounting or Kempinski



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MAIN PURPOSE OF JOB:

Manage the day to day planning, operation and problem-solving of a team of agents in order to meet with the required service level components, standards and Call Centre targets

RESPONSIBILITIES &DUTIES:

1. Customer Interaction

  • Answer inbound calls and assist customers with their inquiries
  • Respond and resolve written and web correspondence received from customers

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  • Action and update the customer requests on Listener
  • Responsible for taking ownership for escalated queries, ensuring resolution and follow up with customers


2. Team Management

  • Manage the delivery of team service level expectations, quality and productivity targets and indicators
  • People management, including all HR related issues as well as staff development
  • Call monitoring, coaching and feedback, responsible for the delivery of superior customer experience in every call
  • Training, development and coaching of staff
  • Motivation, leadership for a team developing future leaders
  • Conducting performance appraisals for the team
  • Work very closely with the team members to solve customer queries
  • Scheduling/resource planning – forecasting to ensure sufficient number of age

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QUALIFICATION & EXPERIENCE:

  • Matric or relevant qualification
  • Customer Service experience in a Call Centre environment
  • Experience in people management / supervisory role

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How To Apply

Interested applicants should:

Click Here To Visit The Official Website To Read More & Apply Online


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