Contact Centre Supervisor - Fidelity Services Group

eg. Accountant or Accounting or Kempinski



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Contact Centre Supervisor - Fidelity Services Group





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1. Patiently scroll down and read the job description below.

2. Scroll down and find how to apply or mode of application for this job after the job description.

3. Carefully follow the instructions on how to apply.

4. Always apply for a job by attaching CV with a Cover Letter / Application Letter.


MAIN PURPOSE OF JOB:

Manage the day to day planning, operation and problem-solving of a team of agents in order to meet with the required service level components, standards and Call Centre targets.


RESPONSIBILITIES &DUTIES:

1. Customer Interaction

  • Answer inbound calls and assist customers with their inquiries
  • Respond and resolve written and web correspondence received from customers
  • Action and update the customer requests on Listener
  • Responsible for taking ownership fro escalated queries, ensuring resolution and follow up with customers


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2. Team Management

  • Manage the delivery of team service level expectations, quality and productivity targets and indicators
  • People management, including all HR related issues as well as staff development
  • Call monitoring, coaching and feedback, responsible for the delivery of superior customer experience in every call
  • Training, development and coaching of staff
  • Motivation, leadership for a team developing future leaders
  • Conducting performance appraisals for the team
  • Work very closely with the team members to solve customer queries
  • Scheduling / resource planning – forecasting to ensure sufficient number of age


QUALIFICATION & EXPERIENCE:

  • Matric or relevant qualification
  • Customer Service experience in a Call Centre environment
  • Experience in people management / supervisory role
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Before you look at how to apply for the job, take a look at the recommended career resources and guides we have for you. It is always good to prepare yourself for your dream job. Carefully read the articles and proceed to apply.


How to Apply

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