Contact Centre Supervisor

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

Location: Johannesburg, ZA

Posted Date: 12/22/2024