Position: Credit Operations Supervisor: Call Centre
Based in: Cape Town

We have an opportunity for an energetic person, to not only supervise the Call Centre, but ensure
that staff members are motivated and performing at their best. The ideal candidate needs to possess
good leadership and excellent people skills as you will be responsible for leading, guiding, developing,
supporting and managing a large team of Call Centre Agents, while ensuring that service levels are
met, key performance requirements are achieved and delivered in line with operational requirements,
processes and systems.

Responsibilities:
•?Managing service levels in the inbound and outbound environment;
•?Staff scheduling;
•?Staff training;
•?Staff performance monitoring;
•?Managing poor performance;
•?Interpretation and action on dashboard information and stats;
•?Supervise the work of employees and provide feedback and counsel to improve efficiency and
effectiveness.

Education & Experience:
•?Matric;
•?3-5 years supervisory experience in a call centre;
•?Experience and knowledge of Vision Plus, Presence and Tableau reporting will be a strong
advantage.

Additional competencies & attributes:
•?PC literacy (Word, Excel, Outlook);
•?Exceptional verbal and written communication skills;
•?Pro-active and energetic;
•?Highly service orientated and results driven – Will go the extra mile to resolve client
issues/queries;
•?Solid team player;
•?Excellent organisational and administration skills with strong attention to detail;
•?Good planning skills;
•?Ability to work independently and handle multiple tasks.

Preference will be given to EE candidates. Should you not meet the minimum requirements, please do not apply to this add.