Coastal Contact Centre Line 1 Supervisor - Fidelity Services Group

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

• 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

QUALIFICATION & EXPERIENCE:

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