Johannesburg: Contact Centre Supervisor posted by Isilumko Staffing
Posted on 2025-05-02 00:00:00
| Employer | Isilumko Staffing |
|---|---|
| Category | Development |
| Location | Gauteng / Johannesburg |
Job Summary
One our international clients within travel / tourism / hospitality industry is seeking an experienced Contact Centre Supervisor to manage a team of 49 staff. The role is based towards the Woodmead area.
Qualifications and experience:
- 1+ years in a Team Leaders roll in a call centre within the South African office
- Experience in quality assurance and performance metrics
- Training / certificate: Team management, HR Disciplinary Management, Conflict Management
Key skills:
- Strong interpersonal and leadership
- Problem-solving and decision-making abilities
- Stakeholder management
- Relationship management
Key performance areas:
- Managing the team’s daily operations, ensuring adherence to corporate service standards, including a maximum 5% lost call rate (seasonal)
- Motivate staff to maximize sales opportunities, exceeding revenue targets
- Monitor performance through bookings, phone reports, and monthly key performance assessments
- Providing coaching and counselling as needed
- Manage reception duties
- Tracking, measuring, and reporting of the overall
- Local Contact Centre productivity and efficiency
- Ensure that the global corporate standard service levels, operational and business requirements are met
- To monitor performance, coach and motivate staff to maximise every selling opportunity, to exceed revenue targets in conjunction with market leads in each market
- Establishing and maintaining strong relationships with internal stakeholders and partners to drive business opportunities and maximize sales potential
- Maintain high levels of performance within the department, to ensure excellent customer service through monitoring, training, providing staff with regular company updates
- Reviewing management information and making suggestions, recommendations on improvements within the Contact Centre
- Leading and developing the team to ensure consistency in performance, stability, and succession planning
- Co-ordinate reward, and incentive
- Serve as the primary point of contact for senior leadership regarding the S.A. contact centre operations and performance
- Develop and implement contingency plans to address potential operational disruptions
- Manage interdepartmental relationships.
- Build up the framework with a standard operating model and adhere to required processes, sales and service guidelines
- Manage S.A, contact centre performances on B2C/B2B Inbound and B2C Outbound programs (when implemented)
- Assess the S.A. contact centre for capabilities to reach the sales conversion rate/revenues objectives and to deliver the required customer experience
- Continuously drive sales and operation excellence initiatives and share best practices to the overall network.
- Mitigate risks through performance management
- Continuously drive sales and operation excellence initiatives, aimed at improving agents experience and reducing pain points
- Remain flexible and open to new ideas
- Always have customers experience at top of mind
- Conducting regularly meeting to provide feedback on quality performance, trends and focus areas
- Conducting regular forecast checks to ensure delivery adherence
- Ensuring disputes are effectively managed and tracker
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