The Call Centre Supervisor is responsible for managing the daily operations of the call centre, ensuring that agents consistently meet performance, sales, and service targets. This role includes strategic call planning, driving the sales function, and maintaining strong client relationships to enhance operational efficiency and customer satisfaction.

Key Responsibilities

• Oversee day-to-day activities within the call centre, ensuring smooth and effective operations

• Supervise and guide call centre agents to achieve performance, sales, and service objectives

• Develop and implement sales strategies aimed at increasing call centre revenue

• Strategically plan call schedules to optimise order placement and support efficient delivery routing

• Monitor and analyse performance metrics, ensuring team alignment with KPIs and SLAs

• Deliver ongoing training, coaching, and support to improve agent capability and performance

• Maintain strong, collaborative relationships with both internal departments and external clients

• Ensure a consistent, high standard of customer service across all interactions

• Evaluate call centre data to identify trends, address issues, and implement process improvements

• Work closely with other departments to streamline operations and enhance the customer experience

Minimum Requirements

• Grade 12 (Matric)

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

Skills and Competencies

• Professional telephone etiquette and communication skills

• Active listening and comprehension

• Strong conflict resolution abilities

• Time management and task prioritisation

• Proficiency in Microsoft Office and system navigation

• Strong administrative and report interpretation skills

• Ability to build and maintain strong working relationships

• Leadership and team supervision experience

• Capable of working under pressure and managing high-stress situations