Call Centre Supervisor

About the role

Fidelity Services Group is looking for a Call Centre Supervisor in Cape Town on a permanent basis. The supervisor manages the day-to-day planning, operations and problem solving of a team of agents so that service levels, standards and call centre targets are met.

Key responsibilities

• Customer interaction: answer inbound calls, respond to and resolve written and web correspondence, update customer requests on Listener, and own escalated queries until they are resolved and followed up.
• Team management: deliver service level expectations, quality and productivity targets; handle people management and HR issues, including staff development.
• Call monitoring, coaching and feedback to ensure a superior customer experience.
• Train, develop and coach staff, motivate the team and lead the development of future leaders.
• Conduct performance appraisals and work closely with team members to solve customer queries.
• Scheduling and resource planning, forecasting enough agents to cover demand.

Required profile

• Matric or relevant qualification.
• Customer service experience in a call centre environment.
• Experience in people management or a supervisory role.