Supervisor, Call Centre Outbound, Road Logistics at DSV

Main Purpose Of The Role

• Manage and oversee the running of the Outbound environment, ensuring that processes are followed as per business requirements. Ensure that agents have support when required. Manage and report on all areas of concern within the Call Centre. Able to compile investigations and feedback to relevant key people within the organization. Able to prioritize and plan tasks for their agents. Able to manage KPI’s for your agents.

Minimum Requirements

• Training experience
• Extensive experience in excel
• Minimum of 1 year experience as a Supervisor in a courier environment
• Experience in actioning client investigations and escalations

Electives

• Ability to work without supervision
• Ability to handle client objections and escalations when required
• Identify system issues and areas of improvement
• To ensure compliance to Call Centre query processes
• Meeting project deadlines
• Ensure accurate data is captured and correct information is communicated
• Be able to plan capacity for their area
• Business awareness and professionalism
• Meet the required standard for quality assessments
• Be able to identify areas of concern with their agents
• Be able to coach her/his staff on areas of improvement

Qualifications

• Matric (essential)
• Computer Packages
• MS Excel (Advanced)
• MS Outlook (Advanced)
• Communicator (Advanced)
• Reports Manager (Advanced)

Duties And Responsibilities

• Manage data daily
• Make sure that all targets and deadlines as per Call Centre SLA’s are met
• Ensure compliance to the company procedures
• Make sure that your team meets all quality assessments standards
• Identify problems regarding workflow and systems
• Ability to handle client objections and escalations
• Identify system issues and areas of improvement
• To ensure compliance to Call Centre query processes.
• Meeting project deadlines.
• Ensure accurate data is captured and correct information is communicated to our clients
• Resolve all queries allocated to them by a Manager or their team
• Manage the leave, attendance and capacity for your area
• Manage all IR related issues within your team with the assistance of your Manager, if necessary
• Manage your team’s performance on a day to day basis
• Manage agent Overtime
• Oversee the general running of the Inbound all Centre
• Make sure that reports are analyzed daily, and data and call SLA’s are adhered to