Job Description

Value Logistics – Call Centre Supervisor

Call Centre Supervisor – Value Logistics

Purpose of the Job
The Call Centre Supervisor is responsible for leading and managing the overall sales and operational performance of the call centre. The role ensures that Call Centre Agents consistently meet service and sales targets through effective supervision, strategic call planning, and strong stakeholder engagement. The position plays a key role in driving operational efficiency, revenue growth, and high levels of customer satisfaction.

Key Responsibilities

Operational Management

• Oversee and manage the daily operations of the call centre

• Supervise, coach, and support Call Centre Agents to achieve sales and service objectives

• Develop and implement effective sales strategies to drive revenue growth

• Plan and manage call schedules to optimise order placement and delivery routing

• Monitor performance metrics and ensure compliance with KPIs and SLAs

• Conduct training, coaching, and development initiatives to improve agent performance

• Maintain strong working relationships with internal teams and external clients

• Ensure consistent delivery of high-quality customer service

• Analyse call centre reports and data to identify trends and improvement opportunities

• Collaborate with cross-functional teams to enhance processes and customer experience

Minimum Requirements

• Grade 12 (Matric)

• Minimum of 2 years’ relevant experience in a telesales or call centre environment

Skills and Competencies

• High level of professionalism and excellent telephone etiquette

• Strong attentive listening and comprehension skills

• Effective conflict management and problem-solving abilities

• Excellent time management and organisational skills

• Proficiency in Microsoft Office, typing, and system navigation

• Strong administrative and reporting skills

• Ability to build and maintain strong professional relationships

• Ability to analyse, understand, and interpret reports

• Strong prioritisation and multitasking skills

• Proven leadership and team management capability

• Excellent communication and interpersonal skills

• Ability to perform effectively in a high-pressure environment

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