Supervisor: Contact Centre

Title

Supervisor: Contact Centre

KEY RESPONSIBILITIES

Manage daily operations of the call centre

• Managing handling of all inbound & outbound customer interactions
• Managing team members
• Resource management and planning
• Coaching and mentoring
• Reporting
• Grow department through innovation.

CORE RESPONSIBILITIES

Monitoring, Coaching & Training

• Monitoring of customer interactions across all platforms
• Coaching agents through interactions
• Training team members on areas identified that needs upskilling.
• Training team members on new products.

Contact Centre duties

• Assisting with duties in call centre where customer demand requires.
• Providing feedback to Manager on team progress.
• Assisting Manager with management of daily operations.
• Driving exercises/projects with team members as required.

Managing customer interaction

• Monitoring of customer interactions across all platforms
• Assisting with daily operations where customer demand requires
• Ensuring that enough resources are available.
• Ensuring SLA’s are met.
• Identify needs of customers and act accordingly, arrange training or liaise with AM where needed.

Managing Team

• Coaching and mentoring of team
• Identify training requirements
• Shift planning
• Overtime approval
• Leave approval
• Ensure PDP’s are in place
• Encourage study opportunities
• Manage team in accordance with company policy and procedure
• Perform KPI’s as per company guidelines
• Identify areas of improvement/development

• Compile monthly reports and submit within deadline
• Identify trends in the call centre and take action where required
• Report on ticketing system
• Report on all escalations to Development team
• Provide leave reports when required

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

• Fintech Support Desk
• Account Managers
• Billing Department
• Sales Department
• Admin Department
• Business Support Department
• System Analyst Department
• Development Department
• Integrations Department
• Technical/Logistics Department

Reasons for Interaction:

• Assist with merchant queries
• Assist with merchant queries
• Assist with billing and settlement queries
• Assist with Sales leads/queries
• Assist with application enquiries
• Assist with general product queries
• System enhancements & training requirements
• Identifying and escalating Support queries and system enhancements.
• Identifying and escalating Support queries and system enhancements.
• Terminal and integrated query resolution.

External:

• Credit Bureaus / SACRRA
• Merchants
• Collection Partners
• Integration Partners

Reasons for Interaction:

• Feedback on set-up queries & general query resolution
• Query resolution
• Set up, feedback & general query resolution
• Set up, feedback & general query resolution

QUALIFICATIONS, EXPERIENCE, & SKILLS

Educational Qualifications:

• Matric
• A+ / N+ or similar technical qualification required.
• Supervisory qualification required

Professional Qualifications

• Call Centre or customer service experience required
• Financial Services experience will be an advantage

Years of Experience

• 3 – 4 Years Call Centre experience required
• 2 – 3 Years Supervisory or leadership experience required

Other requirements

• Working knowledge of Banking systems/ loan industry advantageous
• Time management essential.
• Advanced computer literacy
• Proficiency in Excel.
• Skilled in SQL Query.
• Excellent administrator with strong attention to detail
• Be a team player.
• Fluency in English is mandatory.
• One other additional language is required, other additional languages is an advantage
• Strong oral and written communications skills.
• Organisational and prioritisation skills.
• Technology and system savvy.
• Numeracy skills.
• Ability to work in a fast-paced environment whilst still maintaining high levels of accuracy.
• Ability to maintain supreme levels of ethical behaviour and confidentiality.
• Ability to identify opportunities for improvement

Education

Languages