Telesales Supervisor at Shoprite Group of Companies

Purpose of the Job    

• To lead and manage operations teams within the Centre, including all related administrative and support functions.
• The role is responsible for implementing strategy, achieving performance targets, and ensuring high-quality service delivery to customers and stakeholders.
• This position plays a key role in maintaining service excellence, strengthening internal collaboration, and supporting business performance through disciplined execution and effective people leadership. 

Job Objectives    

• Monitor KPIs and ensure all SLAs and performance targets are met. 
• Lead, train, and mentor the telesales team to deliver outstanding service and results. 
• Manage client engagement and ensure timely, high-quality task delivery. 
• Identify, evaluate, and implement continuous process improvements to boost productivity, accuracy, and service levels. 
• Resolve customer complaints, queries, and product returns professionally and promptly. 
• Develop, coach, and mentor team members to enhance capability, performance, and engagement. 
• Assist with inbound calls and customer queries when required. 
• Compile and present daily, weekly, and monthly reports to the Call Centre Manager. 
• Drive sales growth through effective training, motivation, and performance management. 
• Schedule work, allocate tasks, manage workflow, and deploy resources efficiently. 
• Oversee administration of leave, attendance, and timekeeping for team members. 
• Foster customer service excellence and build strong client relationships. 
• Support and mentor newly appointed agents to ensure smooth onboarding. 
• Perform any other reasonable supervisory duties as required. 

Qualifications    

Essential

• Grade 12 qualification

Advantageous 

• Tertiary qualification in Business Administration, Operations Management, Customer Experience, or related field. 
• Leadership or supervisory training. 
• Pharmacist Assistant qualification.

Experience    

Essential

• Experience managing a team within a multichannel organisation. 
• Proven track record in customer service operations, order processing, and issue resolution. 

Knowledge and Skills    

• Knowledge of pharmaceutical products (advantageous). 
• Strong leadership and coaching capability. 
• Bilingual proficiency, preferably fluent in English and Afrikaans. 
• Proficiency in MS Office applications and call centre software. 
• Advanced Microsoft Excel skills. 
• Effective conflict management skills. 
• Strong planning, prioritisation, and time management abilities. 

Closing Date    

• 2026/02/13