Call Centre Supervisor at Premier FMCG (Pty) Ltd

Purpose of the job:

Supervising of teams and ensure adherence to all company policies and procedures.

Main objectives of the Call Centre Agent Supervisor:

• Always maintain excellent customer relations and have a professional attitude 
• Communicate with relevant stakeholders and other departments as needed on order specifications, additional needs, or special requirements
• Perform regular daily order schedule maintenance functions 
• Effectively manage behavior relating to staff punctuality 
• Always maintain excellent customer relations and have a professional attitude
• Oversee efficiency of operational processes, including duplicated lines / orders but not limited to all Call Centre SOP’s
• Always maintain excellent customer relations and have a professional attitude
• Participate in strategic planning and goal setting for various Call Centre functions
• Drive and deliver operational excellence
• Analyze business requirements and customer needs
• Research, identify methods to improve operations and reduce costs within your department
• Supervise and train employees
• Successful participation in the improvement of people engagement levels
• Discover training needs and provide coaching
• Ensure compliance with company policies and regulation
• Create an inspiring team environment with an open communication culture
• Delegate tasks and set deadlines
• Oversee day-to-day operation
• Monitor team performance and report on metrics
• Listen to team members’ feedback and resolve any issues or conflicts 
• Recognize high performance Supervise and motivate staff to perform their best
• Interacting with customers and handling customer queries including escalated queries for the team and complaints in a timely manner
• Ensure that SOPs are updated monthly
• Ensure adherence to orders verifications processes
• Provide Call Centre administrative support
• Perform regular daily order schedule maintenance functions
• Ensure that all reports are submitted in accordance with timelines provided
• Prompt attendance of various Invocoms – minutes to be communicated to line manager
• Meet specific service levels on a daily, weekly, and monthly basis
• Ensure all orders are accurately captured and on time
• Improve communication within the Call Center, Milling and sites
• Actively supervise, participate, and ensure Premier FMCG housekeeping standard is met by subordinates.

Qualification Requirements

Qualifications: 

• Grade 12
• Experience Requirements

Experince: 

•  3-5 years FMCG industry  in the same capacity
• 3-5 year sound knowledge of call centre processes 

Key Outputs

• Job Related Competencies (knowledge, skills, and attributes):
• Ability to drive for results and accountability
• Core business processes and capabilities
• Excellent communication skills
• Good analytical and problem-solving abilities
• High level of accuracy
• Innovation/continuous improvements
• Sense of urgency/ enthusiastic
• Strong customer service skills
• Job Related Skills:
• Numerical skills 
• Working with people 
• Telephone etiquette 
• Good written and oral communications I
• Disciplinary process skills (ER) 
• Excel analytical skills