Contact Centre Supervisor
Job description / Role
Employment: Full Time
Major Responsibilities- Organizes daily team tasks based on business priorities and Service Level Agreements.
- Maintains and monitors all all customer interaction channelsinbound contact points
- Mange daily breaks and support in ensuring time for training sessions as well as continuing to meet daily targets
- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls when needed, aiming for a first-time resolution on all queries ensuring the best Customer Care experience
- Leading and motivating the team on a daily basis to respond to all contacts
- Ensures the team accurately log and classify all activities in the contact management system
- Conduct regular call and interaction monitoring sessions for each team member, assessing quality, adherence to processes, and customer handling standards. Provide constructive feedback, coaching, and action plans to support continuous improvement.
- Monitor and manage the customer care advisor's performance in a timely manner to ensure team productivity levels meet the business needs
- Drive tangible revenue through sales achieved by the team, and intangible revenue through retention and satisfaction achieved through service
- Ensure adherence to policies for attendance, established procedures etc.
- Prepare monthly team scheduling from capacity planning reporting from Customer care Manager
- Report on end of shift summary, customer feedback and outstanding issues and communicate with the management on training needs amongst the team
- Use all CRM systems confidently and accurately add detailed notes to cases for all incoming and outgoing escalated contacts
- Be confident to make decisions with customer compensation and staff issues.
- Suggest, plan and execute achievable certifications (e.g. ISO, COPC) or techniques and tools (e.g. Six Sigma), identifying process gaps and recommending operational enhancements.
- Build and maintain key relationships with key stakeholders across the business.
- Ensure adherence to all regulatory compliance requirements as well as all policies and procedures.
- Lead operational response during incident or service disruptions, coordinating with internal teams to maintain service continuity and timely communication.
- Monitor key customer experience metrics, and First Contact Resolution, and implement action plans based on performance insights.
- Customize, plan, and deliver effective training sessions for new joiners, as well as periodic refresher and upskilling programs for existing team members, ensuring alignment with business objectives, service standards, and process updates
- Lead and collaborate independently with developers and system owners on enhancement plans for CRM platforms and other operational applications, providing frontline insights and operational requirements to improve system usability, efficiency, and customer experience outcomes
Daily Management
Includes coaching direct reports and coach-the-coach sessions, developing and approving training and shift schedules, data analysis of service and WFM activities, review of call quality and review of quality of posted transaction work.
Operations Management
Includes the development, review and assessment of: business cases related to process and technology enhancements, recognition and compensation programs, operational data and project management.
Business DevelopmentIncludes strategy development, new lead generation and tactical planning.
People Management
Provide a positive reinforcement environment with a results-oriented approach and includes objective setting and performance review of direct reports as well as staffing approvals. Provide guidance within a constructive approach to give feedback and ideas to improve the customer experience
Requirements:
- University/College diploma or degree or equivalent experience.
- Working knowledge of – Windows, MS Word, Excel, PowerPoint and Outlook.
- Working knowledge of Contact Centre telephony and associated technologies.
- Minimum 5 years managerial experience in a Contact Centre environment within the service industry.
- Proven track record of leading change/transforming a Contact Centre.
- Digitally savvy - Strong working knowledge of Digital technology solutions.
About the Company
We are the region’s leading provider of innovative motorist support solutions that contribute to positive vehicle ownership experiences.
Our services help to create unforgettable customer experiences which in turn forge strong connections and relationships between ‘Consumer’ and ‘Brand’.
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