The Call Centre Supervisor is responsible for managing the day-to-day operations of the call center, ensuring that agents meet business objectives through optimal performance. This role involves strategic call planning, driving sales within the center, and maintaining strong relationships with both internal and external clients to ensure customer satisfaction and operational efficiency.

Key Responsibilities

Operational Management

• Oversee the daily operations of the call center

• Supervise and guide call center agents to meet sales and service targets

• Develop and implement effective sales strategies to drive revenue

• Strategically plan call schedules to maximise order placements and delivery routes

• Monitor and manage key performance indicators (KPIs) and service level agreements (SLAs)

• Provide ongoing training and development programs to improve agent performance

• Foster and maintain strong relationships with both internal teams and external clients

• Ensure the delivery of exceptional customer service and high levels of customer satisfaction

• Analyse call center data to identify areas for process improvements

• Collaborate with other departments to enhance overall processes and customer experiences

Minimum Requirements

• Grade 12 (Matric)

• At least 2 years of experience in a telesales environment

Skills Required

• Strong professionalism and telephone etiquette

• Excellent listening skills

• Effective comprehension abilities

• Conflict management and resolution skills

• Time management skills

• Proficient in Microsoft Office and system navigation

• Strong administrative capabilities

• Ability to build and maintain effective relationships

• Ability to understand and interpret reports

• Strong task prioritisation skills

• Leadership and team management skills

• Excellent communication and interpersonal skills

• Ability to manage high-pressure situations effectively

This position offers the opportunity to work in a dynamic and fast-paced environment while helping to lead a team towards achieving operational and sales goals.