Well established fast growing company in Benoni is looking for Call Centre Supervisor. Must come from a call Centre background. Stable and Focused career record. Must have experience managing staff, good reporting experience to top management. We are looking for a strong but fair leader.
EDUCATION AND SKILL REQUIREMENTS
• Grade 12 with any relevant qualification
• Min 3-5years Call Centre experience.
• Two years’ experience supervising a team of Call Centre agents. A solid understanding of Call Centre Metrics and Performance Standards.
• Computer literate in MS Office, MS Project and Advanced at Excel.
QUALITIES
• Pleasant and friendly mannerism.
• Good verbal and oral communication skills.
• Service Delivery background with key focus on quality and customer satisfaction.
• Understands call handling processes with the ability to actively listen and probe to gain information. The candidate may need to deal with irate clients from time to time and this will need to be handled tactfully and professionally.
• Ability to adapt to change and meet the changing demands of the work environment and to meet any unexpected demands.
• Dependability – to follow instructions as well as take responsibility for their actions and also keep commitments.
• High level of motivation.
• Ability to work well as part of a team, to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback and contribute towards building team spirit.
• Ability to meet tight deadlines and work under pressure.
• Strong problem solving skills and able to maintain a logical system. Able to multi-task such as capture data received during a call whilst researching information.
• The representative must answer questions and provide information in a way that resolves a caller's issues quickly and conclusively.