Shift Supervisor: Monitoring Control Centre at Tracker Connect (Pty) Ltd

Job description

Operational management of the deliverables

• Check the response rates hourly as they pertain to the agreed operational objectives.
• Manage the day-to-day operations in the customer service department.
• Independently assess calls on a continuous basis and implement corrective and developmental action as required.
• Manage staff attendance and take proactive measures to ensure that service levels are adhered to and optimised for excellent customer service.
• Provide expert support and advice to staff in all aspects of their tasks.
• Mentor and develop staff on a continuous basis to drive operational efficiencies.  
• Manage the team level budget to align with the overall departmental budget and take the required steps to ensure all relevant financial targets are met.
• Manage the agents’ overtime and standby on a continuous basis to ensure that we do not exceed the departmental budget and BCEA legislation.

Management and resolution of relevant customer queries

• Investigate all internal and external customer queries and respond via e-mail or telephonically for effective resolution.
• Manage the Supervisor inbox continuously.
• Respond to emails and queries as per the agreed quality and time standards.
• Handle all outstanding escalations that are flagged with the supervisor’s desk.

Investigate and Analyse trends regarding signals received

• Manage the signals to ensure that the SLA is upheld and achieved.
• Conduct analyses on the signals received to ensure that they are dealt with in the correct order without any undue delays.
• Conduct Automated Voice Machine analytics to ensure that the system is dialling all signals.
• Handle all handovers of signals from staff.
• Continuously provide mentoring to staff on the correct procedures to be implemented.
• Working closely with the Quality Assurer and Skills Coach to address all relevant training and corrective measures. 

People Management

• Contribute towards the determination of appropriate staffing requirements.
• Build the departmental teams – staff selection, development, coaching and motivating to levels of maximum potential.
• Manage staff according to company standards (appraisals, discipline, development, training etc).
• Creating and reinforcing a high-performance culture within the department.
• Responsible for the setting of employee goals and objectives that align with the departmental strategy.
• Develop staff to maximise potential including succession planning.
• Monitor staff performance including performance reviews.
• Manage staff output according to agreed KPI’s.
• Ensure regular staff meetings and alignment to strategic objectives and deliverables.
• Conduct Performance discussions and appropriate mentoring as per company guidelines.

Minimum requirements

• Matric / Grade 12
• Higher Certificate in Business Management, Customer Service, Call Centre Management or a related field at NQF Level5
• Essential: 5 (Five) years’ experience in a Call Centre or Customer Service environment.
• 2 years' experience in a supervisory level.
• Must be willing to work shifts.
• Must be aware of the consumer POPI Act
• Reliable mode of transport
• Language Proficiency (English and one or more South African official languages)