Call Centre

Call Centre Supervisor

Sandton, Gauteng   |   Full Time


Liaison between the company and its customers. The successful candidate will need to take full ownership for effectively managing and solving customer queries and complaints and maintaining customer satisfaction at the highest level accounting for various compliance requirements. The successful candidate shall supervise all Call Centre Agents, inbound and outbound calls, to ensure maximum output. The successful candidate will report to our Operations Manager.

  • Develop objectives for the call center’s day-to-day activities.
  • Supervise daily operations and personnel aiming for maximum efficiency.
  • Conduct effective resource planning to maximise the productivity of resources (staff, technology, etc.).
  • Overall supervision of all call agents, inbound and outbound calls, ensure maximum quality output, and take responsibility for staff to be well-organised and productive.
  • Coach, and provide training to staff to maintain high customer service standards.
  • Ensure agreed SLA’s are met or exceeded.
  • Manage and maintain data integrity and update accordingly where necessary.
  • Coach, mentor call agents, and assess call levels with evaluating inbound and outbound calls according to agreed SLA’s.
  • Collect and analyse call-center statistics (call rates and customer service metrics etc.) and take action accordingly.
  • Log and report on enquiries received and registered on the MIP system.
  • Ensure all enquiries are resolved satisfactorily to customer requirements within business rules.
  • Escalate any concerns or matters that will result in unsatisfied customer services.
  • All monthly reports on call in and outbound as well as staff performance levels in accordance with 6 monthly KPA feedback.
  • Assist with annual quality assessment surveys to all contracted designated GP service providers and from time-to-time any other campaigns.
  • Develop and be involved in relevant operations, business processes and any committee meetings.

Qualifications: -

•    Matric

•    Diploma in Customer Service a prerequisite

•    FAIS Compliant (Qualification, RE 5 and class of business)


Skills and Experience:     

•    At least 5 years experience in a Call Centre environment.

•    At least 3 years as a Manager or Supervisor of a Call Centre.

•    Outstanding oral and written communication skills. 

•    Be an organised, reliable, and results-driven professional.

•    Knowledge of performance evaluation and customer service metrics.

•    Must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements.

•    A record of confidence when dealing with/explaining products to clients and service providers.

•    Sound computer skills - Microsoft Office and Excel a must 

•    Excellent customer service skills.

•    Ability to handle pressure - always remain calm, friendly, courteous, polite, professional, and willing to assist. 

•    Takes ownership and responsibility.

•    Ability to lead a team with minimal supervision.

•    Pays attention to detail.

•    Knowledge of The Protection of Personal Information Act (POPIA) and the ability to apply this in customer services.


Talent Partner:
Misan Idowu
Market related

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