Customer Services Supervisor at City of uMhlathuze

SAP POST NUMBER 20000019

TASK T9

BASIC SALARY R 346 904.88 – R 444 066.84 per annum

MINIMUM REQUIREMENTS

• National Diploma in Public Administration/ Public Management / Office Management or equivalent;
• Valid Driver’s Licence; and
• 3 years customer service experience within the local Government.

COMPETENCIES REQUIRED

• Supervise, coach, and mentor customer service representatives;
• Conduct regular one-on-one meetings and performance reviews with team members;
• Provide ongoing training and development opportunities to enhance team skills;
• Create and maintain positive team morale and engagement levels;
• Monitor and analyse team performance metrics including call resolution, customer satisfaction, and productivity,
• Implement performance improvement plans for underperforming team members;
• Recognize and reward high-performing team members through various recognition programs;
• Conduct regular quality assurance reviews and provide constructive feedback;
• Ensure adherence to company policies, procedures, and service level agreements;
• Handle escalated customer complaints and complex service issues;
• Maintain accurate reporting on team performance and customer service metrics;
• Collaborate with other departments to resolve systemic customer issues.

KEY RESPONSIBILITIES

• Plan and supervise the activities of the Call Centre, Switchboard and Customer Service Desk;
• Leads and support the team to ensure exceptional client service ensures smooth daily operations and high customer satisfaction;
• Analyse activities, information in terms of service delivery and needs of internal and external customers and other statistics;
• Coach and monitor the team’s performance;
• Bridge the gap between frontline staff and management by handling escalation of complains about service delivery;
• Manage shift schedules and capture timesheets on SAP.