Call Centre Supervisor

Call Centre Supervisor

First Group SA is a leading hospitality and leisure company dedicated to providing exceptional experiences and unforgettable memories for our guests. With a portfolio of premium resorts and hotels across South Africa, we pride ourselves on delivering world-class service and hospitality.

Job Summary:

The Call Centre Supervisor is responsible for overseeing the daily operations of the call centre, ensuring that team members deliver exceptional customer service and achieve performance targets. This role involves managing and mentoring staff, handling escalated issues, and implementing strategies to improve service quality and operational efficiency.

Team Management:

- Supervise and support call centre agents, including scheduling shifts,





managing attendance, and conducting performance evaluations.
- Provide training and development opportunities for team members to enhance their skills and knowledge.
- Foster a positive work environment by motivating and coaching staff to achieve individual and team goals.

Operational Oversight:

- Monitor call centre performance metrics (e.g., call volume, response time, customer satisfaction) and ensure adherence to service level agreements (SLAs).
- Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolution.
- Implement and enforce call centre policies, procedures, and best practices.

Quality Assurance:

- Conduct regular quality audits and performance reviews to ensure high standards of customer service.
- Analyze performance data and provide actionable insights and recommendations for continuous improvement.
- Develop and execute action plans to address any service quality issues or operational challenges.

Reporting and Analysis:







- Prepare and present regular reports on call centre performance, including metrics, trends, and areas for improvement.
- Collaborate with management to set and review performance goals, and develop strategies to achieve them.

Customer Focus:

- Ensure that customer interactions are handled professionally, effectively, and in accordance with company policies.
- Identify opportunities to enhance the customer experience and drive customer satisfaction

Qualifications:

Education:

- Bachelors degree in Business Administration, Management, or a related field (preferred). Relevant certifications in customer service or management are a plus.

Experience:







- Minimum of 5 years of experience in a call centre environment, with at least 2 years in a supervisory or leadership role.
- Proven track record of managing teams and driving performance improvements.

▶️ Call Centre Supervisor
🖊️ First Group Management
📍 Durban