Control Room Supervisor at Fidelity Services Group

MAIN PURPOSE OF JOB:

• Effectively manage all shift resources to ensure acceptable service levels
• Effectively manage all aspects on the shift
• Effectively assists shift manager / control room managers in smooth running in the Control Room

QUALIFICATION & EXPERIENCE:

• Matric
• CO1
• Grade C
• Literate in English(Written & Verbal)
• Must have report writing skills
• Telephone etiquette
• Computer Literate
• Call Centre / Control room background – environment

JOB REQUIREMENTS & OTHER ATTRIBUTES:

• Ability to work shifts
• Good interpersonal skills to be able to deal with clients at all levels
• Good communication skills (speak & write)
• Ability to handle pressure
• Able to work independently
• Prepared to work overtime as required
• Must be able to motivate employees

INTERNAL CLIENTS:

• Other internal departments

EXTERNAL CLIENTS:

• Client base service providers

Staff Management

• Manage Attendance / Staff Turnover / Overtime / Drive EHS standards & targets 

Staff Efficiency

• Manage average acknowledgment time / finish time / response time / phone back time / despatch time

Staff Productivity

• Manage inbound standards / staff monthly appraisals

Service quality

• Quality management of staff  / manage complaints & compliments

Training

• SOP training & assessments / Toolbox talks / parades