Supervisor : Call Centre (2675) at The South African National Roads Agency (SANRAL)

MINIMUM REQUIREMENTS

• Matric
• Twelve months or more experience in a call centre environment at a Supervisory Level

KNOWLEDGE AND EXPERIENCE

• 2 years supervisory experience in a corporate call centre environment.

KEY RESPOSIBILITIES

Call Centre Management

• To supervise the achievement of daily, weekly and monthly required Call Centre Customer Service Levels
• To supervise and address compliance to all established policies, procedures, work instructions and other supporting documentation to achieve the Call Centre Key performance objectives
• To jointly identify and coach/facilitate skills training needs
•      required to achieve the performance objectives of the call centre operations.

Telephony capacity and Functionality

• To monitor the functionality of Website Enquiries and related call centre technologies required to achieve daily Website Enquiries operational requirements.
• To supervise, address and report on daily website enquiries statistics

Provision of Customer service solutions

• To measure and monitor of end to end customer service delivery in the website enquires for all Road Users on identified    tolling networks.
• To assign and supervise operator tasks within the productivity and quality management programme and
•      reporting on progress of improvement plans so that the call centre key performance objectives are achieved.

Provision Account of management services

• To supervise and monitor the delivery of real time account management services to Road Users accessing the telephonic and online customer service channels in order to register, query and/or make payments against their TCH e-toll accounts.