Contact Centre Supervisor

  • Permanent Employee (Full Time)
  • Operations
  • Cape Town

What we are looking for

We are looking for a competent Contact Centre Supervisor to direct and supervise the TooMuchWifi contact centre staff.

About the role

The Contact Centre Supervisor will manage and oversee the contact centre agents and team leaders. He/she is responsible for motivating and supporting agents and team leaders through feedback and clear communication, measuring KPIs and assisting with escalation calls.

What you will be doing

  • Clearly understand and communicate the company values and strategy to the team.
  • Assist with formulation of targets for individuals and teams, with the aim of building high performing teams.
  • Hire and onboard new employees.
  • Coach and mentor Team Leaders for service excellence.
  • Answer questions from staff and provide guidance and feedback.
  • Anticipate escalation and take over calls when required.
  • Devise ways to optimize procedures and keep staff motivated.
  • Measure performance with key metrics such as call abandonment, average handling time, quality etc.
  • Ensure adherence to company policies for attendance, established procedures, etc.
  • Keep management informed on issues and problems which may arise.
  • Prepare monthly/annual results and performance reports.
  • Identify and advocate for areas of improvement, on systems and processes, to other key stakeholders.

Required Qualifications

  • Matric / Grade 12
  • Relevant qualification / degree advantageous

Required Skills and Experience

  • Minimum 2 years experience in Supervisory / Team Leader role within a call centre environment.
  • Minimum 5 years’ experience in inbound / outbound scheduling / sales contact centre environment
  • Excellent verbal and written communication skills
  • Computer Literate
  • Excellent interpersonal skills
  • Demonstrate ability to manage own workload and effectively prioritize activities.
  • Sound leadership skills with the capacity to motivate and develop staff.
  • Excellent problem solving skills and attention to detail.
  • Great work ethic and a willingness to do what needs to be done.
  • Ability to perform under pressure and within a fast paced environment.

What we offer

  • Competitive salary
  • Medical cover 
  • Group Life 
  • Dread disease and disability cover 
  • Funeral cover 
  • Accidental death benefit 
  • Personalized coaching and wellness 
  • Fun, fast growing environment with opportunities for rapid promotion