The purpose of Call Centre Supervisor role is to supervise and co-ordinate a team of Call Center Agents, ensuring efficient and effective customer service delivery, adherence to company policies, and achievement of performance targets by providing high-quality customer service. Job Category Customer Service Job Objectives All aspects of overseeing Call Centre Agents: Management of service levels within the Call Centre environment Scheduling of shifts Dealing with clients/ customer queries Responsible to present relevant feedback to management and staff Setting and maintaining departmental standards Managing of shift discipline Updating and Drawing reports Creating codes for Agents Overseeing agents’ timesheets Coaching staff Ensuring performance management is implemented correctly and all necessary documentation is completed. Always ensuring current product knowledge Ensuring all deadlines are met. General admin related to the position. Qualifications Matric Grade12 (essential). National Diploma in Communications or Business (preferred). Experience Knowledge of Microsoft (essential). 3 – 5 years’ experience in Call Centre Supervisor role (essential). Excellent communication and collaboration skills (essential). Knowledge and Skills People orientated - enjoy working with people in a big team engaging with customers, showing patience and empathy. Deals constructively with employee performance (effective and ineffective), understand when and how to communicate concerns. Passionate about coaching others for success! Service orientated – committed to providing high-quality customer service. Ensure customer needs are understood, concerns timeously resolved, and expectations met. Always applies customer first! High level of self-motivation to set, meet and exceed on goals and expectations.Has integrity and takes accountability for actions and mistakes. Curious and willing to learn – proactively identifies new areas for learning; seizes learning opportunities and actively uses newly gained knowledge and skill on the job. Communication – excellent listening, well-spoken and articulate, keeping conversations clear and productive when resolving queries and leaving a good impression. Always thinking of the customer first! Detailed, rule-orientated, and organised – diligently follows instructions and procedures; vigilantly watches over work processes, tasks, and outputs to ensure accuracy and initiates action to correct any quality concerns. Numeracy – interprets multiple sources of information to come to sound conclusions. Quickly grasps and able to perform numeric calculations. Results -oriented and quality-focused – sets stretch goals for self and others, while remaining focused and working tenaciously toward meeting and exceeding expectations within quality standards. Ability to work under pressure and manage multiple demands while organizing, prioritizing, and reordering workload in a rapidly changing and fast-moving environment. Team player and collaborative partner – confident communicator with good interpersonal skills and the ability to build meaningful, sound relationships both internally and externally Policy Our Group is committed to creating, embracing, and preserving a diverse workplace that values the unique talents, perspectives, backgrounds, and abilities that enrich our organisation. A place where everyone matters and feels included. We are committed to Employment Equity when recruiting internally and externally. Please take note that by responding to this application and providing your personal information, you confirm your express and informed consent for Shoprite Checkers (Pty) Ltd and all its subsidiaries and affiliates companies to process your personal information for the Company to consider your application for this position. All Personal Information which you provide to the Company will be used and/or retained only for the purposes for which it is collected, whereafter it will be permanently destroyed. Your information is only retained if it is required by law or where you have given consent to us to retain such information for an extended period. If you don’t hear from us within 14 days, please consider your application unsuccessful. Any personal information collected as part of your application will be destroyed, securely, in accordance with South African legislation. Cancel Request to Remove Personal Information? Terms&Conditions Incomplete Profile You need a complete profile before you can make applications. Would you like to complete your profile now? Incomplete Applications You have incomplete applications, view the application to complete Apply Nothing yet! Profile Import Options Log In Only: Just log in and do not change my profile. Import and Keep: Import my profile and update matched sections. KEEP sections that do not match. Be sure to clean up any duplicates. Import and Delete: Import my profile and update matched sections. DELETE sections that do not match. #J-18808-Ljbffr