Support Supervisor - Pretoria, South Africa - Curiska (Pty) Ltd
Description
Working hours:
- Working hours
- Working shifts, four shifts a week
- Monday to Sunday
Job purpose:
Operationally responsible for selected support agents, coordinates the shift-based activities of these agents to ensure an adequate output of work is maintained. Handles the more complex queries in relation to for example sales orders, support, deliveries and escalations. Performance will be measured in accordance with performance of direct reports and role based KPI's.
Minimum education (essential):
Matric Certificate
Minimum education (desirable):
Relevant Management or Contact Centre Certifications
Minimum applicable experience (years):
3+ years in Call Centre Management / Supervision
Required nature of experience:
- Team management / supervision
- Enforcing OP's and Company Policies
- B2C / DTC sales
- Customer relations
- Telephonic sales
- Ecommerce platforms
- Technical support
- Sales and reporting
- Working within a digital environment
- Working across different timezones with different countries
Skills and Knowledge (essential)**:
- CRM system experience (i.e. Salesforce)
- Ecommerce platforms
- Excellent English skills with neutral tonality
- Conversion rates and sales funnels
- Conflict management
- Monitoring and measuring of performance metrics
- Google Suite
- Performance and probation management
- Relevant Labour legislation
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