Job Description

Value Logistics Vacancies – Call Centre Supervisor

Call Centre Supervisor

Purpose of the Job
The Call Centre Supervisor is responsible for leading and managing call centre sales and operational activities to ensure optimal performance and achievement of business objectives. This role focuses on driving sales growth, improving service delivery, and building strong relationships with internal stakeholders and external customers to enhance efficiency and customer satisfaction.

Key Responsibilities

Operations and Team Leadership

• Oversee the daily operations of the call centre to ensure efficiency and productivity

• Supervise, coach, and support call centre agents to meet sales and service targets

• Develop and implement effective sales strategies to increase revenue and market reach

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

• Monitor performance metrics and ensure adherence to KPIs and service level agreements

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

Customer and Stakeholder Management

• Maintain high standards of customer service and client satisfaction

• Build and sustain strong relationships with internal departments and external customers

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

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

Minimum Requirements

• Grade 12 (Matric)

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

Skills Required

• Professional telephone etiquette and strong listening skills

• Excellent verbal and written communication abilities

• Conflict management and problem-solving skills

• Time management and task prioritisation

• Strong administrative and organisational skills

• Proficiency in Microsoft Office, typing, and system navigation

• Ability to analyse and interpret reports

• Leadership and team management capability

• Ability to perform effectively under pressure

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