team leader - Cape Town - Dash BPO South Africa (Pty) Ltd

    Dash BPO South Africa (Pty) Ltd
    Dash BPO South Africa (Pty) Ltd Cape Town

    1 week ago

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    Description

    Call Center Supervisor

    We are seeking a dedicated and supportive call center supervisor to lead our team of customer service representatives.

    The ideal candidate will have 12-24 months of international BPO experience and a strong background in coaching, training, and motivating employees.

    The call center supervisor will be responsible for managing employees, assisting in the training process, and ensuring that every agent is well-prepared for their calls.

    Key responsibilities include:

    • Hiring, training, and preparing call center representatives to respond to customer inquiries and resolve issues.
    • Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
    • Providing coaching and guidance to agents on best practices and difficult calls.
    • Identifying operational issues and suggesting improvements.
    • Monitoring and evaluating agent performance, providing learning opportunities, and taking corrective action when necessary.
    • Preparing reports and analyzing data to support management decisions.

    Requirements:

    • High school diploma or equivalent; prefer bachelor's degree in management or related field.
    • At least 12 months of supervisory experience in a call center environment.
    • Strong technology skills, including proficiency in computers, software applications, and phone systems.
    • Advanced English language skills.
    • Excellent verbal and written communication skills.
    • Ability to coach, train, and motivate employees, and evaluate their performance.
    • Strong problem-solving, leadership, and customer service skills.
    • Analytical, efficient, and thorough approach to work.

    This is an exciting opportunity for a motivated and experienced professional to join our team and contribute to delivering exceptional customer service.

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