- Operational Management:
- Monitor response rates hourly to ensure alignment with operational objectives.
- Manage day-to-day operations in the customer service department.
- Assess calls continuously and implement corrective actions as needed.
- Ensure staff attendance and service levels meet expectations.
- Provide expert support and advice to staff.
- Mentor and develop staff to drive operational efficiencies.
- Manage team-level budget to align with departmental budget.
- Manage overtime and standby effectively.
- Customer Query Resolution:
- Investigate internal and external customer queries.
- Respond via email or phone for effective resolution.
- Manage the Supervisor inbox continuously.
- Respond to emails and queries within agreed quality and time standards.
- Handle outstanding escalations.
- Trend Analysis:
- Manage signals to ensure SLA is met.
- Analyze signals received to prevent delays.
- Conduct Automated Voice Machine analytics.
- Handle signal handovers from staff.
- Mentor staff on correct procedures.
- Work with Quality Assurer and Skills Coach.
- People Management:
- Determine staffing requirements.
- Select, develop, coach, and motivate staff.
- Manage staff according to company standards.
- Create a high-performance culture.
- Set employee goals and objectives.
- Develop staff to maximize potential.
- Monitor staff performance.
- Manage staff output according to KPIs.
- Ensure regular staff meetings.
- Matric / Grade 12
- Higher Certificate in Business Management or related field at NQF Level 5
- 5 years' experience in a Call Centre or Customer Service environment
- 2 years' experience in a supervisory level
- Able to work shifts
- Aware of the consumer POPI Act
- Reliable mode of transport
- Language Proficiency (English and one or more South African official languages)
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Shift Supervisor: Monitoring Control Centre - Johannesburg - Tracker South Africa

1 week ago

Description
Job Title:
Shift Supervisor
Job Category:
Telecommunication and Mobile Systems
Description:
We are seeking a self-motivated Shift Supervisor to manage the daily operations of the Monitoring Control Centre. The successful candidate will be responsible for leading a team of diverse individuals to optimize the success of the Department.
Key Responsibilities:
Requirements:
-
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