Supervisor, Call Centre Services

Key Responsibilities:

Management/Administrative Responsibilities 

• Ensues that the Call Centre Service Officers meet the required performance standards 
• Communicates relevant information to the team in a timely manner
• Conducts performance appraisal and makes relevant recommendations for improvement 
• Assist in the development of work plans for the Unit 
• Assist in the preparation of reports on the performance of the Call Centre 

Technical/Professional Responsibilities 

• Provides coaching and on-going feedback to ensure highest levels of sales conversions and customer service excellence 
• Analyses call center environment to ensure alignment with goals and objectives
• Monitors the team’s actions to ensure policy compliance 
• Maintains strategy to ensure customer satisfaction on all customer interactions
• Ensures adherence to process methodologies to maximize performance and productivity 
• Provides team motivation and development to maximize performance
• Handles escalated calls as necessary in order to ensure quality customer service
• Ensures that the Call Centre environment and its equipment are in a state of readiness 
• Monitors and measures service delivery to ensure compliance with established standards 
• Assess performances with metrics to include calls left waiting, calls missed etc.
• Create a standard script for employees to refer if needed 
• Evaluates the quality of customer service calls from customers and provides feedback to Call Centre Officers on strengths and areas for improvement

Other Responsibilities 

• Maintains confidentiality, discipline, and work ethic 
• Performs other related duties assigned from time to time by the Manager or Senior Director. 

Required Skills/Competencies

The post-holder should be able to demonstrate: 

• Excellent interpersonal skills 
• Good leadership, coaching, dispute resolution and mediation skills
• Excellent verbal and written communication skills 
• Good critical thinking and creative skills 
• Ability to work under pressure, meet deadlines 
• A positive and professional attitude 
• Sound Work Ethics 
• Ability to use computer software 
• Effective problem analysis and problem solving skills 
• Excellent knowledge of the products and services of the Agency
• Resilience 

Minimum Required Qualifications and Experience:

• Undergraduate degree in Business Administration/Management Studies/ Communication or related field from a recognized tertiary institution.
• Certificate in Supervisory Management 
• At least three (3) years’ experience in a Call Centre or similar post

We appreciate all responses, but only shortlisted applicants will be contacted.