Customer Service Supervisor - South Africa at Metabolic

Job Purpose

If you’re passionate about health, wellness, and fitness, want to be part of our mission to simplify healthy living with our unique metabolism-first approach, while building a billion-dollar brand and you…

• Thrive in leading a team and driving them to reach new heights…
• Excel at identifying and implementing process improvements…
• Find fulfillment in problem-solving and addressing customer needs…
• Enjoy developing and implementing detailed Standard Operating Procedures…
• Are eager to foster a culture of accountability, excellence, and engagement…

… then please read on as you’re precisely the type of unique talent we’re looking for.

Who Will You Report Into?

• Hello, my name is Sheneen Ellis, Head of Customer Support of Metabolic, and I need your help. I joined Metabolic to bring a customer-first approach to our services and lead our team to excel in providing support. I’m seeking a new supervisor who can inspire, motivate, and drive KPI’s, streamline processes, and contribute significantly to our ambitious growth plans.

What’s the Ideal Candidate’s Background?

• As a top-notch Customer Service Supervisor, your coaching and mentoring skills are unparalleled, enabling you to develop your team's potential and guide them to achieve excellence. You understand that individual growth contributes to overall team success. This, coupled with your ability to provide continuous feedback and foster a culture of learning, helps your customer service leads and the overall team improve their performance and deliver outstanding customer service. Furthermore, your track record in managing the performance of customer service representatives, setting clear expectations, and holding them accountable further solidifies your expertise as a leader in a customer service environment.
• Last but not least, your proficiency in working with Workforce Management (WFM) tools and other call center software solutions equips you with the capability to effectively forecast, schedule, and manage resources. This adeptness helps ensure service level agreements are met, and customer satisfaction is consistently maintained, positioning you as a pivotal force in the operational success of our customer service department.

What Will You Be Working On?

• Team Management – Lead a team of four customer service leads, training, developing and mentoring them to improve their skills and performance.
• Performance Management – Driving robust performance and providing constructive feedback to your team.
• Department Escalations – Addressing and resolving escalated customer complaints and inquiries, such as Chargebacks and Agent and Internal Escalations.
• Production Planning – Evaluating agent performance with key metrics and creating actionable strategies.
• Payroll Verification – Confirming hours worked and validating biweekly payroll.
• Performance Reviews – Conducting department performance reviews, ensuring KPIs are being met, and implementing corrective actions as needed.

What You Need to Succeed

• 2 + Years’ Experience – Supervisor experience in a BPO or contact center environment, with excellent team management and coaching skills, with the ability to inspire a diverse global team.
• Strong Workforce Management Software – Call Center Software Platforms such as Five9, RingCentral, and Aircall, and CRM Software such as Salesforce and Hubsoft.
• Exceptional Communication – Both written and verbal with advanced English proficiency.
• Change Management – Ability to manage, drive and embrace change in a fast-paced environment.
• Conflict Resolution Skills – Exceptional ability to resolve issues and handle difficult situations with customers and internal employees.
• Fast Internet Connection and Quality Computer – This is a MUST. In order to use our tools such as Salesforce and Vonage, we require a minimum speed of 20K. Test your speed here: http://chromium.github.io/octane/.
• Ability to Work During Load Shedding – All reps must have the ability to work during load shedding hours without interruption in internet service or productivity.
• Quality Camera, Headset and Microphone – Important for daily video and audio sales team huddles and one-on-one meetings with sales management to optimize performance.
• Quiet Workspace – You’ll be attending daily video calls with our entire team so an environment free of distractions and noise is crucial so you and others can focus.