Call Centre Supervisor at Pedros Flame Grilled Chicken

DUTIES AND RESPONSIBILITIES:

• Oversee the day-to-day operations of the call centre, ensuring smooth functioning and adherence to standards
• Monitor call queues, call volume, and service level targets to achieve performance goals
• Handle escalated customer inquiries or complaints, ensuring prompt and satisfactory resolutions
• Maintain a comprehensive understanding of Pedros Chicken products, services, and processes
• Lead, motivate, and develop a team of call centre agents to deliver exceptional customer service
• Provide coaching, feedback, and performance evaluations to enhance individual and team performance
• Identify training needs and coordinate training programs to improve product knowledge and customer service skills
• Foster a positive work environment that encourages teamwork, engagement, and continuous improvement
• Ensure that all customer interactions meet or exceed Pedros Chicken's service standards
• Monitor and evaluate calls to maintain quality assurance and adherence to established protocols
• Implement quality control measures, provide feedback to agents, and conduct regular performance assessments
• Collaborate with the Quality Assurance team to enhance customer experience and service delivery.
• Track and analyze call centre metrics and KPIs, such as average handling time, customer satisfaction, and first-call resolution
• Generate reports on team performance, call volume trends, and customer feedback for management review
• Identify areas for improvement based on data analysis and recommend strategies to optimize call centre efficiency and effectiveness
• Continuously evaluate call centre processes and workflows to identify opportunities for improvement
• Collaborate with cross-functional teams to enhance processes, systems, and knowledge bases
• Implement process enhancements, automation, and self-service options to streamline operations and improve customer experience
• Ensure compliance with company policies, procedures, and industry regulations
• Build and maintain positive relationships with internal stakeholders, including restaurant managers and regional teams
• Collaborate with other departments, such as Marketing or Operations, to resolve customer issues and improve processes
• Liaise with external partners or vendors as needed for call centre support or system maintenance

REQUIREMENTS:

• Matric or equivalent
• At least 2 years previous experience in a call centre or customer service environment is required - Supervisory or team lead experience is preferred
• Excellent verbal and written communication skills in English
• Strong leadership abilities and proven experience in team management
• Proficiency in call centre software and CRM systems
• Strong problem-solving skills and ability to handle escalated customer inquiries or complaints.
• Analytical mindset with the ability to analyze data, generate reports, and make data-driven decisions
• Strong organizational and time management skills to handle high call volumes and meet service level targets
• Knowledge of the fast-food industry, preferably in a similar chain restaurant environment, is desirable