Call Centre Supervisor (Telecommunications)

Call Centre Supervisor (Telecommunications)

Our client in the telecommunications industry is hiring for a Call Centre Supervisor for a limited 3-6 month contract with possible extension.
Role Overview:
Responsible for the performance and output of the Service Centre Consultants to drive operational service delivery.
The candidate will be allocated a specific team of consultants (up to 20) for a specific client across 2 different desks (inbound and outbound).
National Senior Certificate/Grade 12Relevant Degree/ 3 Year Diploma or Equivalent Experience5-8 Years Service Centre Team Leader ExperienceKnowledge of People management processesKnowledge of Performance evaluation proceduresCall Centre technical and systems knowledgeInterlock with various internal and external stakeholdersManage relationships with Key clientsOverall focus on team morale and motivation in the working environment.Coaching and management of allocated team.Workforce management and planning to ensure adherence to basic conditions of employment act.Workforce management for shift planning based on demand and capacity.Conduct performance reviews as per Performance management process, identify personal development as per career aspirations and succession planning.Provide learning and coaching opportunities and taking corrective action where necessary.Ensure staff understands and comply with all call centre objectives, performance standards and policies.Train and onboard new employees.Perform quality checks and where applicable execute remedial actions.Review overtime claims and approve in line with the business requirements/budget aligned to Basic Conditions of Employment Act.Daily stand-up's with team members to review calls for the previous day (period), share learnings, identify trends, adherence to process.Review data quality and data completeness of calls and activities performed by the team.Maintain and achieve SLA targets to achieve set benchmarks (e.g.
call answer ratio, service level ratio, average hold time).Report daily, weekly and monthly on performance against SLA.Provide failover support to outsource service team for business continuation purposes.Ongoing review and enhancement of procedures and systems according to client/organizational objectives within the Service Centre for the specific team being led.Participate in designing the operational strategy and contribute to the goalsDrive and implement initiatives by identifying operational issues and suggest possible improvementsWorking with other supervisors and managers within the business to execute operational delivery.Prepare Key management reports (analyse, identify trends and propose solution

▶️ Call Centre Supervisor (Telecommunications)
🖊️ talentCRU
📍 Johannesburg