Responsible for supervising a staff by providing necessary coaching and leadership for the team todeliver a world class customer experience

Maintain a presence in the contact centre by touching base with every employee on a daily basis,
addressing questions, and resolving issues

Provide direct reports with clearly defined expectations, assigning work/tasks appropriately and
assuring progress toward goals/objectives is made.

Identify and address training opportunities for the agents by evaluating talent across the team of responsibility

Provide solutions to support customers by resolving and researching escalated issues

Conduct quality coaching and performance management meetings as directed by immediate manager

Assist in the preparation of performance reviews

Assure Company policies and standard operating procedures are being followed

Maintain open communication with external business partners


Perform other duties as and when required

Matric or equivalent

A relevant tertiary qualification related to contact centre would be advantageous

At least 2 year`s experience in a supervisory / leadership / managing capacity

preferably within a 5 Star Hospitality environment.