Supervisor, Call Centre Inbound, Road Logistics at DSV

Main Purpose of The Role:

• Manage and oversee the day-to-day allocations, follow ups and Archive. Make sure that tasks for the day are actioned timeously and that work is not left behind at EOD. Manage the quality scores per agent, leave trends, agents’ behavior on the floor and work hand in hand with QA and HR to bring agents to meet the required SLA’s per customer. Manage client escalations as well as internal escalations and provide resolutions to complaints.

Minimum Requirements:

•    Training experience 
•    Extensive experience in excel
•    Minimum of 1 year experience as a Supervisor in a courier environment
•    Experience in actioning client investigations and escalations

Electives:

•    Ability to work without supervision
•    Ability to handle client objections and escalations when required
•    Identify system issues and areas of improvement
•    To ensure compliance to Call Centre query processes
•    Meeting project deadlines
•    Ensure accurate data is captured and correct information is communicated
•    Be able to plan capacity for their area
•    Business awareness and professionalism
•    Meet the required standard for quality assessments
•    Be able to identify areas of concern with their agents
•    Be able to coach her/his staff on areas of improvement

Qualifications:

•    Matric (essential)

Computer packages:

•    MS Excel (Advanced)
•    MS Outlook (Advanced)
•    Communicator (Advanced)
•    Reports Manager (Advanced)

Duties and Responsibilities:

•    Make sure that all targets and deadlines as per Call Centre SLA’s are met
•    Ensure compliance to the company procedures
•    Make sure that your team meets all quality assessments standards
•    Identify problems regarding workflow and systems
•    Ability to handle client objections and escalations
•    Identify system issues and areas of improvement 
•    To ensure compliance to Call Centre query processes
•    Meeting project deadlines
•    Ensure accurate data is captured and correct information is communicated to our clients
•    Resolve all queries allocated to them by a Manager or their team
•    Manage the leave, attendance and capacity for your area
•    Manage all IR related issues within your team with the assistance of your Manager, if necessary
•    Manage your team’s performance on a day-to-day basis