Supervisor, Call Centre Inbound, Road Logistics - Roodepoort, South Africa - DSV

DSV

Verified Company

Roodepoort, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

DSV - Global transport and logistics

Location:
Roodepoort

Job Posting Title:
Supervisor, Call Centre Inbound, Road Logistics

Time Type:
Full Time

Main Purpose of The Role:

Manage and oversee the day-to-day allocations, follow ups and Archive. Make sure that tasks for the day are actioned timeously and that work is not left behind at EOD.

Manage the quality scores per agent, leave trends, agents' behavior on the floor and work hand in hand with QA and HR to bring agents to meet the required SLA's per customer.

Manage client escalations as well as internal escalations and provide resolutions to complaints.

Minimum Requirements:

Training experience
Extensive experience in excel
Minimum of 1 year experience as a Supervisor in a courier environment
Experience in actioning client investigations and escalations

Electives:

Ability to work without supervision
Ability to handle client objections and escalations when required
Identify system issues and areas of improvement
To ensure compliance to Call Centre query processes
Meeting project deadlines
Ensure accurate data is captured and correct information is communicated
Be able to plan capacity for their area
Business awareness and professionalism
Meet the required standard for quality assessments
Be able to identify areas of concern with their agents
Be able to coach her/his staff on areas of improvement

Qualifications:

Matric (essential)

Computer packages:

MS Excel (Advanced)
MS Outlook (Advanced)
Communicator (Advanced)
Reports Manager (Advanced)

Duties and Responsibilities:

Make sure that all targets and deadlines as per Call Centre SLA's are met
Ensure compliance to the company procedures
Make sure that your team meets all quality assessments standards
Identify problems regarding workflow and systems
Ability to handle client objections and escalations
Identify system issues and areas of improvement
To ensure compliance to Call Centre query processes
Meeting project deadlines
Ensure accurate data is captured and correct information is communicated

to our clients

Resolve all queries allocated to them by a Manager or their team
Manage the leave, attendance and capacity for your area
Manage all IR related issues within your team with the assistance of your Manager, if necessary
Manage your team's performance on a daytoday basis

DSV - Global transport and logistics
DSV is a dynamic workplace that fosters inclusivity and diversity. We conduct our business with integrity, respecting different cultures and the dignity and rights of individuals.

When you join DSV, you are working for one of the very best performing companies in the transport and logistics industry.

You'll join a talented team of more than 75,000 employees in over 80 countries, working passionately to deliver great customer experiences and high-quality services.

DSV aspires to lead the way towards a more sustainable future for our industry and are committed to trading on nature's terms.

We promote collaboration and transparency and strive to attract, motivate and retain talented people in a culture of respect.

If you are driven, talented and wish to be part of a progressive and versatile organisation, we'll support you and your need to achieve your potential and forward your career.