Call Centre Supervisor (Bloemfontein) at Postbank (SOC) Ltd

Purpose of the Job:

• Manage the performance of a team of Inbound call centre agents. This position is reporting to Manager: Inbound Call Centre.

Job Responsibilities:

• Drive performance of a team of call centre agents ensuring adherence to key performance areas and contractual KPI’s
• Plan and organise the call centre work schedules
• Ensure remedial and disciplinary actions are taken where needed and in line with policies
• Effective resource planning ensuring appropriate and adequate staffing for call centre operations
• Ensure all processes and operational workflows support and drive good customer experience
• Coach, develop and lead team to deliver high quality service to customers by ensuring best practices and methodologies are adhered to
• Handle all escalations and ensure customer complaints are closed within SLA’s
• Utilise tools and telephony to highlight gaps in processes and suggest enhanced efficiencies

Qualifications and Experience:

• Matric
• Diploma (NQF 6) and/or relevant degree in Call Centre, Operations or Business Administration
• 2-3 years call centre experience as a team leader or supervisor
• Experience in any financial services company. Banking experience preferred

Knowledge and understanding of:

• Call centre performance areas and methodologies

Skills and attributes:

• Fluency in English, Call Centre Methodologies and exposure, People management skills, Customer service and, Operations experience, Strong planning and organising skills, Analytical and problem solving, Service orientated, Excellent Communicator.