Supervisor - Customer Service at Astron Energy (Pty) Ltd.

Job Description

• Manages individuals within a team e.g. call centre agents / consultants within the communication centre.
• Manage all Call Centre activities
• Track and document productivity and results
• Identify gaps and adjust processes appropriately
• Listen to calls and coach and train team
• Troubleshoot any technical issues on the Call Centre applications
• Research new technology for the Call Centre as well as Call Centre methodologies
• Supervise, guides and leads the Customer Services Consultants
• Coach, counsel and develop the team including implementation of Performance Management (PM) Scorecard and performance agreements
• Manage day-to-day operations, scheduling and service quality
• Handle complaint management, take escalated calls, and escalate calls as needed
• Promote employee satisfaction and group morale
• Implement individual and team reward and recognition programs
• Coordinate and facilitate individual and team communication
• Identify requirements for performance support to ensure that the agents have access to critical information and systems to facilitate the fast and accurate resolution of customers’ issues
• Evaluate various customers’ feedback for improvements to processes
• Participate in recruiting/hiring design and implementation
• Implement and manage quality assurance programs
• Active participant of the Service Center Leadership Team

Professional Qualification and Certifications:  

• Diploma in Sales and Marketing or Business administration or Business Management or equivalent is Essential
• Degree in Business management or sales and marketing or equivalent would be advantageous
• SAP knowledge and experience essential
• Advance knowledge and experience in Call Centre operations and Samwin IT technology

Work Experience:

• 3 to 5 years Call Centre exposure, with some of this in a senior or supervisory role

Knowledge and skills:

Leadership Skills:

• Decisiveness
• Integrity
• Relationship building and Team building
• Problem-solving
• Dependability
• Ability to teach and mentor
• Excellent organization, ability to deal with multi-tasking and work in a dynamic environment
• Time management skills
• Demonstrate customer relationship building and management skills
• Able to demonstrate a continuous improvement mind-set
• Strong customer service ethic and ability to understand, meet and champion customer’s needs, while adhering to Astron Energy’s policies and procedures.
• Excellent verbal and written communicating skills
• Computer skills – proficient with Microsoft word and Excel
• Experience with common Call Centre technology
• Understand the Call Centre architecture
• Familiar with all of the channels of communication within the Call Centre
• Ability to coach, train and motivate employees and evaluate their performance
• Proficiency with technology, especially software applications and phone systems
• Analytical, efficient and thorough