Telesales Supervisor wanted urgently: APPLY HERE
Pretoria, Gauteng
Job Objectives
• Assist with Supervising the Call Centre department • Motivate the team • Report poor performance and disciplinary related issues to the Call Centre manager • Individual and team performance management • Individual coaching and development • Resolve escalated customer issues • Scheduling, work allocation, workflow management and deployment of resources • Administration of leave, attendance and timekeeping • Conduct quality review of telephone agents performance • Ensure quality service goals are met and identify improvement areas • Audit agents inbound and outbound calls • Evaluate and record the quality of calls • Continuous update of quality criteria guidelines • Provide scores to generate weekly and monthly performance reports of agents • Identify deviations in performance trends and patterns and escalate to the manager • Provides coaching, advice and guidance based on call audit findings • Mentors newly appointed agents to ensure smooth transition into the workplace • Assist with taking inbound calls and customer queries when necessary • Compile monthly QA report to the Call Centre manager • Promote sales through effective training and motivation • Perform any other reasonable Supervisory ad hoc duties
Qualifications:
Grade 12 qualification
Experience
Team leader/supervisor experience within a call center
Knowledge and Skills
• Pharmaceutical product knowledge, advantageous • Bilingual, preferably fluent in English and Afrikaans • MS Office/ G Suite • Ability to manage conflict • Experience with call center software advantageous • Excellent time management skills
Applicant Feedback Policy
Shoprite endeavours to provide feedback to all candidates whenever possible. However, if you do not hear from one of our Recruiters within 30 days, please accept that your application was unsuccessful
Purpose of the Job
The successful candidate will supervise a sales and customer service team of call center agents. They will manage and monitor call center metrics and ensure that departmental objectives are met. The ideal candidate would supportive, communicative, and attentive towards their team.
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Source: Indeed
