Contact Centre Supervisor Level 1 at Fidelity Services Group

Job Description
 Overall Purpose of the Job: To effectively manage a level 1 Inbound team in the CCC (Customer Contact Centre).  

• This would include ensuring effective Client Communications, Client service, administration and manage the Projects Team. Daily management of level 1 inbound team to achieve overall company objectives, through excellent customer service. To ensure that all staff members provide a superior customer service to internal and external customers via all contact channels and all media. 

Minimum Qualifications and Experience: 

• Grade 12/Matric or relevant qualification 
• Tertiary Qulaification (advatgeous) 
• Customer Service supervisory experience in a Call Centre environment would be advantageous 
• Computer literacy essential (MS Officce suite, MS Word, Excel, Outlook, Powerpoint, Listener) 
• Tertiary qualifications are an advantage 
• Code 08 Drivers Licence / own reliable transport to work 

Main Duties: 

• Work weekends and public holidays in line with business operational requirements. 
• Manage customer service levels for incoming calls, workloads, and queues. 
• Manage call-back times, abandonment rates, and staff adherence, ensuring full team complement through effective resource planning, agent allocation, and attendance register updates. 
• Manage absenteeism, vacancy rates, and staff turnover within the team. 
• Ensure team members are logged into Fidelity ADT systems on time and for the full shift duration. 
• Monitor adherence to schedules, availability to serve, call duration, and wrap-up times. 
• Ensure all customer interactions are accurately captured on applicable systems (including LSN notes). 
• Ensure team members deliver effective solutions to client issues across all contact channels in line with quality standards, driving a culture of going the extra mile for both internal and external customers. 
• Manage all client communication channels as required (email, website chat, WhatsApp, CRM chat, etc.) to maintain excellent service levels. 
• Manage cancellations and client attrition within the team. 
• Ensure monthly compliance with all SOPs and scripts. 
• Ensure all internal and external reporting requirements (daily, weekly, and monthly) are met. 
• Attend meetings as required and present reports when necessary. 
• Handle client complaints, enquiries, and escalations where customers request to speak to a Supervisor or Manager. Take ownership of resolution and ensure proper follow-up. 
• Ensure all escalation processes are followed according to agreed procedures. 
• Ensure staff are trained to required standards and that continuous coaching, monitoring, and development take place, including one-on-one sessions. Oversee staff welfare. 
• Enforce discipline and house rules in line with company policy. 
• Foster a culture of accountability and respectful communication within the team. 
• Conduct merit assessments for staff demonstrating exceptional performance and customer service excellence. 
• Interview potential candidates for employment. 
• Collaborate with peers to implement and maintain best practices. 
• Drive new business initiatives and promote products (e.g., Secure products and Fidelity Insure) through the team. 
• Achieve QA (Quality Assurance) KPIs and SLAs within the team. 
• Ensure team members remain updated on all changes and additions to the knowledge base. 
• Perform ad hoc responsibilities in line with business requirements, KPIs, changes, and objectives. 

Special projects: 

• Collaborate with Call Centre Managers to lead and manage project initiatives, ensuring successful implementation, alignment with operational objectives, and effective execution within the Inbound team. 

 Behavioural Competencies:  

• Ethical Practice 
• Leadership & Navigation 
• Business Acumen 
• Relationship Management 
• Consultation 
• Critical Evaluation 
• Administrative 
• Advanced communication 
• Decision making 
• Professionalism 
• Driven and Passionate  
• Change management 
• Interpersonal skills 
• Computer literate 
• Numerate 
• Analytical 

Deadline:16th March,2026