Customer Support Supervisor - JHB at PayJoy

Responsibilities

• Ensure productivity, efficiency and satisfaction metrics compliance for Customer Support operations.
• Overseeing and assessing contact center staff activities and assisting the supervisors and 3dr party players with regular performance feedback.
• Strategizing and monitoring daily activities of customer service operation.
• Ensure the strategic operation for internal and external contact centers in order to ensure contractual and service level compliance.
• Forecast definition for growth/decrease of agents in contact centers.
• Monitoring reports and projects with different areas of the company.
• Define, standardize and implement processes when needed.
• Improvement plans definition based on contact rate analysis.
• Assisting with the development and implementation of service policies, and communicating them to required areas of the company.
• Maintaining documentation pertaining to customer service department activities.
• Assist in the implementation and/or execution of customer support initiatives with other areas of the company.

Requirements

• Experience working with fast growing companies(mandatory)Highly analytical, having proved to make data-driven decisions.
• Intermediate Excel skills, as the role requires independence for performing numerical analysis.
• Independent, only needing direction from his/her direct supervisor.
• Ability to mentor and grow the skills within your team.
• Minimum experience of 3 years managing customer service campaigns in contact centers.
• Demonstrated experience in project management and implementation (at least 2 years)Experience in managing cross-functional projects.
• Experience in contact center management tools and systems (Zendesk).
• Domain of customer satisfaction metrics (Satisfaction, AHT, FRT, SLA´s, QA, etc.).
• Construction of insights for decision making.
• Excellent communication and organizational skills.
• Strong problem-solving skills, results oriented

Benefits

• Medical Aid plan
• Retirement plan
• Internet Allowance
• Death, Funeral and Disability
• Annual Fitness Benefit
• Annual Professional Development