Support Supervisor at hearX Group

Minimum education (essential):

• Matric

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

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 maintaining 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, based on KPI Scorecard of various functions.
• 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 lead assignment and wrap-up tasks (for example capturing the call outcome and notes) are completed accurately and thoroughly according to applicable procedure(s).
• 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.
• Ensure agents gather customer feedback via post-call reviews, cases,  and the Lexie Rewards program.

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 and 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.