Call Centre Shift Supervisor (Contract) at KPMG South Africa

Background

• Oversee our Call Centre team and clients to whom we render a 24-hour, seven days a week whistle-blower hotline service.  The service provides an independent reporting channel to enable our clients, their employees and related third parties to report on workplace issues relating to: fraud; misconduct; unethical behaviour; etc, through a safe and anonymous reporting channel.

Contract period:

• We offer a contract position in our call centre.

Working hours: 

• The position is shift based. The candidate will be required to work mostly nightshift (including weekends; public holidays). At this stage, we are still working remotely, but the position may require the candidate to work from one of our call centre hubs.

 Permit/Visa requirements:

• The candidate needs to hold a valid SA ID

Duties and Responsibilities:

• We offer a contract position within our forensic call centre for a Shift Supervisor. The candidate will be required to oversee our Call Centre Operations on a shift basis.

Primary duties include the following:

• Supervision of call centre team members while on shift
• Ensuring that there are always adequate agents on shift and calling in additional resources should the need arise
• Assisting call centre team members with call queries and difficult callers while on shift
• Stay abreast of new client onboarding to support team
• Monitor team performance to ensure compliance with client expectations and SLA’s:
• i.e. Call answer time; Abandonment rate and Call requeued rate
• Monitor team performance to ensure that the shifts are worked, calls answered, reports submitted etc
• Escalating calls as appropriate to third party providers
• Prepare and submit Supervisor report for each shift completed (i.e. recording any issues; hours worked by team and reports submitted)

Qualifications and Experience requirements:

• Skill set required: A customer-oriented individual with good communication and interpersonal skills that is willing and able to work shifts.
• Technical experience requirements: Sound working knowledge and experience in using the Microsoft Office Suite