Job Description

Value Vacancies – Call Centre Supervisor

Call Centre Supervisor

Company: Value Vacancies

Purpose of the Job
The Call Centre Supervisor is responsible for managing and overseeing the sales and operations of the call centre, ensuring agents perform optimally to meet business objectives. This role involves strategic call planning, managing the sales function, and fostering strong relationships with internal teams and clients to drive efficiency and customer satisfaction.

Key Responsibilities

Operational

• Manage and oversee daily call centre operations.
• Supervise and support call centre agents to achieve sales and service targets.
• Develop and implement sales strategies to increase revenue.
• Strategically plan call schedules to optimise order placement and delivery routing.
• Monitor performance metrics and ensure adherence to KPIs and SLAs.
• Conduct training and development programs to enhance agent performance.
• Build and maintain strong relationships with internal teams and external clients.
• Ensure high levels of customer service and satisfaction.
• Analyse call centre data to identify areas for improvement.
• Collaborate with other departments to improve processes and customer experience.

Minimum Requirements

• Grade 12 (Matric)
• Minimum 2 years’ experience in a telesales environment

Skills Required

• Professionalism and strong telephone etiquette
• Attentive listening and comprehension
• Conflict management and problem-solving skills
• Effective time management and task prioritisation
• Proficiency in Microsoft Office, typing, and system navigation
• Strong administrative and reporting skills
• Leadership and team management capabilities
• Excellent communication and interpersonal skills
• Ability to handle high-pressure situations effectively

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