Call Centre Supervisor Midrand - Globevest Placements (Pty) Ltd.

    Globevest Placements (Pty) Ltd.
    Globevest Placements (Pty) Ltd. Midrand

    1 week ago

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    Description

    Call Centre Supervisor

    The ideal candidate for this role will be responsible for leading a team of Call Centre Agents, ensuring they have the necessary skills and knowledge to provide exceptional service support to customers and sales teams.

    Duties & Responsibilities

    This position reports directly to the Credit and Call Centre Manager and is key in driving sales and service through effective collaboration with cross-functional teams.

    1. Recruit, develop and support talented individuals to become knowledgeable and skilled Call Centre Agents, equipping them to deliver outstanding customer experiences.
    2. Partner with Sales, Marketing and Operations teams to drive sales and service objectives.
    3. Identify operational and process inefficiencies and suggest improvements to optimize performance.
    4. Foster a performance-driven culture by conducting regular training sessions, providing coaching, and performing performance reviews.
    5. Prepare and analyse data reports to inform management decisions on strategic and operational matters.
    6. Ensure consistent quality of calls to maintain desired service standards.
    7. Create an environment that embodies vibrancy, energy, and a customer-centric focus.

    Desired Experience & Qualification

    Educational Requirements:

    1. Matured secondary education (Matric)
    2. Bachelor's degree or diploma – advantageous

    Required Skills and Experience:

    1. Minimum 3-5 years' experience in call centre operations, preferably in a leadership capacity.
    2. Proficiency in using call centre systems, customer portals, and Microsoft Excel.
    3. Excellent command of written and verbal English language.
    4. Able to consistently close sales and meet targets.
    5. Strong analytical and problem-solving skills.
    6. Ability to work effectively within diverse teams.
    7. Calm and courteous under pressure.
    8. Sound administrative skills.


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