Shift Supervisor: Monitoring Control Centre - Johannesburg - Tracker South Africa

    Tracker South Africa
    Tracker South Africa Johannesburg

    1 week ago

    Default job background
    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:

    • 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.

    Requirements:

    • 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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