call centre supervisor

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.





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


CALL CENTRE QUALITY ASSURANCE OFFICER




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





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.


CALL CENTRE TEAM LEADERS X 4




Applications are invited from suitably qualified, innovative, self-driven and results oriented self drivenindividuals for the following vacant positions.





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.


CALL CENTRE AGENTS x 50




Applications are invited from suitably qualified, innovative, self-driven and results oriented self drivenindividuals for the following vacant positions.

call centre supervisor

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