Contact Centre Supervisor - Johannesburg - Isilumko Staffing (JHB)

    Isilumko Staffing (JHB)
    Isilumko Staffing (JHB) Johannesburg

    2 weeks ago

    Isilumko Staffing (JHB) background
    Description

    Our international client within the travel, tourism, and hospitality industry seeks an experienced Contact Centre Supervisor to oversee a team of 49 staff. The role is based in the Woodmead area.

    Key Qualifications and Experience:

    • At least one year of experience in a Team Leaders role in a call centre within the South African office
    • Experience in quality assurance and performance metrics
    • Training/Certification: Team management, HR Disciplinary Management, Conflict Management

    Essential Skills:

    • Strong interpersonal and leadership skills
    • Problem-solving and decision-making abilities
    • Stakeholder management
    • Relationship management

    Primary Responsibilities:

    • Managing the team's daily operations, ensuring adherence to corporate service standards, including a maximum 5% lost call rate (seasonal)
    • Motivating staff to maximize sales opportunities, exceeding revenue targets
    • Monitoring performance through bookings, phone reports, and monthly key performance assessments
    • Providing coaching and counselling as needed
    • Managing reception duties
    • Tracking, measuring, and reporting of overall contact centre productivity and efficiency
    • Ensuring that global corporate standard service levels, operational, and business requirements are met
    • To monitor performance, coach, and motivate staff to maximise every selling opportunity, to exceed revenue targets in conjunction with market leads in each market
    • Establishing and maintaining strong relationships with internal stakeholders and partners to drive business opportunities and maximise sales potential
    • Maintaining high levels of performance within the department, to ensure excellent customer service through monitoring, training, providing staff with regular company updates
    • Reviewing management information and making suggestions, recommendations on improvements within the Contact Centre
    • Leading and developing the team to ensure consistency in performance, stability, and succession planning
    • Co-ordinating rewards and incentives
    • Serving as the primary point of contact for senior leadership regarding the S.A. contact centre operations and performance
    • Developing and implementing contingency plans to address potential operational disruptions
    • Managing interdepartmental relationships
    • Building up the framework with a standard operating model and adhering to required processes, sales, and service guidelines
    • Managing S.A contact centre performances on B2C/B2B Inbound and B2C Outbound programs (when implemented)
    • Assessing the S.A contact centre for capabilities to reach the sales conversion rate/revenues objectives and to deliver the required customer experience
    • Continuously driving sales and operation excellence initiatives and sharing best practices to the overall network
    • Mitigating risks through performance management
    • Continuously driving sales and operation excellence initiatives, aimed at improving agent experience and reducing pain points
    • Remaining flexible and open to new ideas
    • Always having customers' experience at the top of mind
    • Conducting regular meetings to provide feedback on quality performance, trends, and focus areas
    • Conducting regular forecast checks to ensure delivery adherence
    • Ensuring disputes are effectively managed and tracked
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