www.net1.com

Reference Number: 043/2011 Division: Call Centre, NET1

Job Title: Call Centre Supervisor Date: 4th March 2011

KEY PERFORMANCE AREAS

General

• Create and use daily, weekly, monthly checklists in conjunction with the manager
• Ensure that the day to day activities of the team are controlled and managed to enhance the customer service strategy and internal and external Service Level agreements
• Ensure that the processes are in place to provide excellent customer service
• To provide excellent service to internal and external customers through high quality output and support
• Assist Call Centre Administrators in dealing with difficult clients
• Track and monitor complaints and compliments. Ensure that they are escalated to management and that corrective action is taken as and when required
• Monitor and track performance of Call Centre Administrators on a daily basis for e.g. call centre statistics, time keeping etc.
• Ensure that all implementations / Ad Hoc’s / incidents are appropriately monitored, tracked and the relevant feedback provided to drive these issues to closure
• Involvement and roll out of the Call Centre goals each year ensuring goals are met for their own responsibilities and that of the team

COMPETENCIES

Qualifications

• Matric
• Post Matric qualification

The successful applicant must have:

• Good verbal and written communication skills
• A high level of client service orientation
• The ability to work with people at all levels (clients and management)
• Hands on management style rather than remote style i.e. must be willing to help team members in order to achieve results

Specific Skills (Technical):

• Minimum 2-years related supervisor experience in a call centre environment
• Decision making and problem solving skills
• Coaching / training skills
• Mentoring skills
• Staff management/ supervision skills
• Telephone skills

Apply via your manager to: Closing date: 11th March 2011

Adrienne Goldsmith
Recruitment Officer
Tel: 011 771 3897
Fax: 086 537 6986
Email: adrienneg@net1.com