call centre supervisor
TRANSCRIPT
Closing Date : 24 September 2021
Human Resources Department Email: [email protected]
Applications which include a cover letter , anda resume ONLY should be sent to :
Note that only shortlisted candidates will be responded to.
Monitors efficient logging and resolution of customer calls.
Encourages and ensures timeous feedback to clients/service
providers.
Draws daily, weekly and monthly activity reports.
Promotes and ensures quality customer service at all times.
Maintains confidentiality of client information at all times.
Identifies and escalates COMPLEX calls to the call center manager
Ensures adherence to call center operating procedures and
processes.
Ensures that appropriate staffing levels are maintained for every
shift in the call center.
Ensures that all applicable systems and technologies/equipment are
running and functioning appropriately up at all times.
Assists the Call Centre Manager in induction and orientation of staff
Investigates and collates incident reports on complaints received
from clients or members in accordance with the complaints
procedure.
Collates and reports to the Call Centre Manager the departmental
statistics as agreed at weekly medical department meetings.
Performs any other duties as assigned to from time to time.
Excellent communication skillsGood command of both English & SetswanaCustomer FocusedCritical decision makingInterpersonal sensitivity Planning and organizing Supervisory skills Customer FocusSelf-motivated & Team PlayerComputer literate
Degree/Diploma in Marketing, Public Relations,Business Management or related field.Customer Service Certificate will be an addedadvantageMinimum of 5 years call center experience withTeam Leader responsibilities
Reporting to the Call Centre Manager, they will be responsiblefor ensuring the proper running of the Call Centre
Main Purpose of the Job
CALL CENTRE SUPERVISOR
Qualifications and Experience
Competencies & Skills
Core Areas of the Job
Applications are invited from suitably qualified, innovative, self-driven and results oriented self drivenindividuals for the following vacant position.
Closing Date : 24 September 2021
Human Resources Department Email: [email protected]
Applications which include a cover letter , anda resume ONLY should be sent to :
Note that only shortlisted candidates will be responded to.
Excellent communication skillsGood command of both English &SetswanaCustomer FocusedCritical decision makingInterpersonal sensitivity Planning and organizing Supervisory skills Customer FocusSelf-motivated & Team PlayerComputer literate
Degree/Diploma in Marketing, PublicRelations, Business Management orrelated field.Customer Service Certificate will bean added advantageMinimum of 5 years call Centerexperience with Team Leaderresponsibilities
Reporting to the Call Centre Manager, they will be responsiblefor ensuring the proper running of the Call Centre
Main Purpose of the Job
CALL CENTRE QUALITY ASSURANCE OFFICER
Qualifications and Experience
Competencies & Skills
Core Areas of the Job
Applications are invited from suitably qualified, innovative, self-driven and results oriented self drivenindividuals for the following vacant position.
Contribute towards the formulation and development of the
Departmental strategy with the day-to-day operations in the call centre.
Contributes to the formulation of training needs by providing call
centre with accurate information that enables them to identify the right
programs for upskilling the call centre staff
Support call centre operations by providing accurate information on
call standards, which will be used to make decisions that, can increase
efficiencies in the business.
Implement processes for quality assurance and management of risk.
Measure call centre performance and facilitate the business strategic
objectives and requirements
Observes and provides call performance feedback and trend data to
team leaders, supervisor and/or agents.
Maintains the relevant documentation of all performance monitoring
activities
Summarizes and collates case related information where necessary for
attention of the supervisor
Helps maintain company service levels
Ensures application of relevant call centre policies and procedures
As required but no later than 24hours after occurrence, discuss service
failure with the Call Centre Supervisor and agrees to appropriate action
to be taken
Closing Date : 24 September 2021
Human Resources Department Email: [email protected]
Applications which include a cover letter , anda resume ONLY should be sent to :
Note that only shortlisted candidates will be responded to.
Performs all functions performed by the agents
Observes and provides call performance feedback and trend data to
coaches, supervisor and/or agents.
Motivates team mates
Summarizes and collates case related information where necessary
for attention of the supervisor
Helps maintain company service levels
Ensures application of relevant call Centre policies and procedures
As required but no later than 24 hours after occurrence, report and
discuss service failure with the Call Centre Supervisor and agrees to
appropriate action to be taken.
Keep Call Centre Supervisor generally informed of the daily status on
call management of the hourly team performance designated
intervals.
Monitor and document system downtimes in the designated
template(s).
Escalate service challenges to the supervisor and other relevant
support teams as per the stipulated processes of escalation.
Basic Computing and informationTechnologyTeam PlayerTrend and pattern analysisData presentationCommunication skillsCoachingListening skillsProfessional development
Business Qualification at Diploma levelCustomer service effectivenesscertificate will be an added advantageA minimum of two years’ experience asa call Centre agent
Reporting to the Call Centre Supervisor, the Call Centre TeamLeader will be responsible for training and performancemanagement in the Call Centre.
Main Purpose of the Job
CALL CENTRE TEAM LEADERS X 4
Qualifications and Experience
Competencies & Skills
Core Areas of the Job
Applications are invited from suitably qualified, innovative, self-driven and results oriented self drivenindividuals for the following vacant positions.
Closing Date : 24 September 2021
Human Resources Department Email: [email protected]
Applications which include a cover letter , anda resume ONLY should be sent to :
Note that only shortlisted candidates will be responded to.
Responding to in-bound and out-bound customer calls; identify customer
needs; register the call manually and capture into the system and provide
the customer with the appropriate response or recommendation
regarding the relevant service action and where necessary escalates
unresolved problems to the Call Centre Team Leader/Supervisor.
Provide daily shift report to the Call Centre Supervisor and Manager at end
of shift.
Monitors, and tracks progress made on outstanding customer issues for
resolution within reasonable turnaround times.
Timely dispatch of action trigger messages to relevant sections and
maintains effective relationships with all key stakeholders and partners to
ensure customers are given timely service.
Relays information and messages to and from clients to relevant sources
requiring notifications as may be appropriate.
Records details of calls, updates, and retrieves information from
computerized data systems and carry out the necessary record keeping of
all incoming and outgoing fax or e-mail messages in the appropriate files.
Maintains the highest level of confidentiality such that no data or client
record is misplaced or compromised.
Complies/adheres to procedures and principles/requirements in the Call
Centre operation.
Good listening skillsExcellent communication skillsGood command of both English &SetswanaCustomer FocusedSelf-motivated & Team PlayerComputer literate
BGCSE.Certificate in Public Relations will be anadded advantage.1year experience in a contact Centreand/or front desk environment.
Reporting to the Call Centre Team Leader, the Call Centre Team Agentwill be responding to inbound and outbound calls.
Main Purpose of the Job
CALL CENTRE AGENTS x 50
Qualifications and Experience
Competencies & Skills
Core Areas of the Job
Applications are invited from suitably qualified, innovative, self-driven and results oriented self drivenindividuals for the following vacant positions.