Support Supervisor (Call Centre) - Pretoria at hearX Group

Job purpose:

• Responsible for assisting the Hearing Hub Manager to ensure  the optimal functioning of the Hearing Hub, its procedures and its systems. Operationally responsible for selected support agents, coordinates the shift-based activities of these agents to ensure an adequate output of work is maintained. Handles the more complex queries in relation to for example sales orders, support, deliveries and escalations. Performance will be measured in accordance with performance of direct reports and role based KPI’s.

Minimum education (essential):

• Matric Certificate

Minimum education (desirable):

• Relevant Management or Contact Centre Certifications

Minimum applicable experience (years):

• 3+ years in Call Centre Management / Supervision

Required nature of experience:

• Team management / supervision
• Enforcing OP’s and Company Policies 
• B2C / DTC sales
• Customer relations
• Telephonic sales 
• E-commerce platforms
• Technical support
• Sales and reporting  
• Working within a digital environment
• Working across different timezones with different countries

Skills and Knowledge (essential):

• CRM system experience (i.e. Salesforce)
• E-commerce platforms (Big commerce, Shopify)
• Excellent English skills with neutral tonality
• Conversion rates and sales funnels 
• Conflict management 
• Monitoring and measuring of performance metrics 
• Google Suite
• Performance and probation management
• Relevant Labour legislation

Essential Competencies:

• Examining Information
• Adopting Practical Approaches
• Providing Insights
• Establishing Rapport
• Making Decisions
• Directing People
• Understanding People
• Taking Action

Important Competencies:

• Interpreting Data
• Interacting with People
• Convincing People
• Articulating Information
• Empowering Individuals
• Showing Composure
• Resolving Conflict
• Thinking Positively
• Meeting Timescales
• Checking Things
• Upholding Standards
• Seizing Opportunities

Planning & Reporting 15%

• Liaise with manager to understand and articulate strategic direction for the team itself, as well as for the team’s product and system output.
• Steer the direction of the team by communicating the strategy into a workable and efficient plan, presenting assumptions and recommending objectives as required.
• Interpret customer retention and satisfaction reports and advise on (and implement) midcourse corrections and/ or improvements. 
• Monitor management-approved key metrics and performance on each metric within a satisfactory range. 
• Report on performance on key metrics to management satisfaction. 
• Ensure the level of performance on key metrics is achieved to management satisfaction.
• Assist in maintain team shift schedule - manage exceptions of the team schedule.

Team Supervision 20%

• Responsible for the supervision of Junior Lexie Experts, Lexie Experts and Product Experts.
• Ensure active management of team’s KPI's with frequent and proactive feedback.
• Ensure there is appropriate and continuous team training.
• Active monitoring and reporting of performance of team members with scheduled, regular check-ins, performance appraisals (in conjunction with the Hearing Hub Manager) and required documentation.
• Monitor and manage peak times and operational capacity and allocate resources appropriately under guidance of the RTA and/or HHM.
• Manage Salesforce CRM and the assignment of tasks and priorities.
• Enhance and encourage a culture of excellent customer service.
• Cultivate and maintain a healthy and effective team culture, in accordance with our values.
• Ensure other required documents, reports and email accounts are kept up to date and accurate.

Sales 5%

• Ensure wrap-up tasks (for example capturing the call outcome and notes) are completed accurately and thoroughly according to procedure.
• Ensure agents action inbound sales calls according to procedure.
• Drive the upsell of additional products to existing or (and prospective) customers. 
• Ensure agents provide good quality information to customers to ensure that the products meet their needs to minimize returns.
• Ensure agents are equipped to assist customers with questions about hearing loss and hearing aid benefits.
• Assist in achieving set revenue goals and targets.

Customer Support 25%

• Managing escalations from the agents to solve problems for end users, and escalate to manager when necessary. 
• Manage customer cases and complaints in the CRM.
• Handle escalated queries with discretion and efficiency. 
• Ensure agents maintain a high first contact resolution rate, without compromising customer care.
• Ensure agents provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or text message.
• Ensure agents obtain and note quality information from the customers to allow for effective management of the relevant escalation.
• Ensure agents offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are required.
• Ensure that the majority of Lexie users have gone through the onboarding process (where possible).
• Ensure agents transfer/relay queries to the Fulfillment or Debtors team in a timely manner.
• Ensure agents complete assigned CRM tasks for support calls to customers thoroughly and in a timely manner.
• Assist with and resolve, as far as possible, any audiological queries or challenges.
• Ensure the retention programme is actioned appropriately and thoroughly

Customer Experience 15%

• Ensure customers have a positive view of hearX and Lexie/Go and the customer support team and processes. 
• Solve problems as effectively and efficiently as possible by reducing the time spent with each query; and encourage same behaviour within the team.
• Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction; and encourage same behaviour within the team.
• Maintain a high ‘customer effort score’ and ‘customer satisfaction rating’ in the Hearing Hub, across the board.
• Ensure agents gather customer feedback via post-call reviews and the Lexie Rewards program.
• Actively communicate with other staff members to ensure best practice customer satisfaction.
• Ensure agents reinforce information provided on a call with texts and/or emails.
• Ensure a minimal to zero missed call rate.

Continuous Improvement 10%

• Provide continuous input on improvement of the hearing hub procedures and processes.
• Provide continuous input on improving the customer experience and service.
• Ensure key metrics stay relevant are continuously improved.
• Assist with individual and team performance through performing audits on communication logs, emails and call recordings to identify areas for improvement.
• Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers; and the corresponding responses.
• Alert top management to the needs and desires of our prospective and existing customers. 
• Provide customer feedback on product or training information to the Continuous Improvement Audiologist.
• Provide feedback to the Continuous Improvement Audiologist on the support material available that could be helpful to customers and staff.
• Ensure agents actively participate in training activities and successfully complete training activities.

Quality & Compliance 10%

• Ensure communication is ethical and in line with Company Policy and provided training. 
• Monitor and enforce correct use of internal systems.
• Monitor and enforce HIPAA Privacy Requirements.
• Maintain customer records in accordance with procedures and HIPAA.
• Perform QA assessments on agents.
• Ensure agents maintain high QA scores, other KPI scores and customer satisfaction rate.
• Maintain absolute customer confidentiality and protection of personal information in accordance with regulations and procedure and ensure team does the same.
• Keep quality customer interaction logs complete and up to date, on any system, sheet or form as required in accordance with procedure and ensure team does the same.
• Ensure that the records reflect accurate representations of the customer interactions, and ensure that escalations are recorded with the optimal amount of information for effective and efficient resolution. 
• Ensure other required documents, reports and email accounts are up to date and accurate.
• Ensure proper knowledge is gained and kept on all regulatory, policy and procedural requirements.
• Positively adhere to all regulatory, policy and procedural requirements.