Call Center Supervisor

MultiChoice Group; Wes-Kaap; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading multinational media and entertainment group in South Africa seeks a Customer Service Team Leader. The role involves managing the customer service team, ensuring top-quality customer experiences, and leading sales initiatives. Candidates should have 5-7 years in sales/customer service, with some people management experience. Join a passionate team dedicated to delivering exceptional service across diverse markets.

Qualifications

• 5 - 7 years working experience in a Sales and/or Customer Services Environment.
• 2-3 years of people management experience.
• Strong problem-solving and negotiation skills.

Responsibilities

• Ensure high standard and service by monitoring performance indicators.
• Lead team sales targets achievement.
• Manage team training and operations.

Skills

Leadership

Coaching

Problem-solving

Communication

Education

Diploma in Business/Operations/Sales Management

Certified Key Individual

Job description

Overview

The Organization

The MultiChoice Group is a multinational media and entertainment group headquartered in South Africa, Dubai, and the Netherlands with principal operations in pay television, video entertainment, advertising, and content security. Brands within the Group include DStv, GOtv, SuperSport, M-Net, DStv Media Sales, Showmax and European-based content security leader Irdeto. We’re proud to say we serve 20 million subscribers across more than 50 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment.

By joining our passionate and creative team, you can help us achieve our objectives of expanding our pay-tv and SVOD (Subscription Video On demand) subscriber bases, improving advertising sales, spearheading cutting-edge technology, supporting local content, and providing an exceptional customer experience.

Join Africa’s most loved storyteller!

Location

South Africa across regions (North, South, East, and Central)

Purpose of the Position:

The customer service team leader position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing, and rewarding, coaching, counseling, training, and problem solving. To manage team sales and service performance, delivered through the leadership and management of the team.

Responsibilities

Operations Management

• Ensure customers experience is of high standard and service by monitoring individual performance indicators on a day-to-day basis.
• Lead the achievement of the team’s sales targets as contracted.
• Adopt and where appropriate customize the sales plan for the team by analysing trends and ensure the plan is implemented and the objectives are met.
• Lead the team’s sales effort including the primary responsibility to maintain healthy customer relations.
• Coach and counsel, the individuals and/or team daily as per the set performance indicators versus achievement trends as well compliments and complaints feedback received, for informed continuous improvement initiatives and motivation.
• Ensure the successful resolution of escalated customer queries from customers within agreed SLA timelines.
• Ensure the team has full understanding and training on the products and promotions for effective customer engagements.
• Ensure employees understand and adhere to all operational processes and procedures, to enable empowerment and efficiencies in the day to day running of the business.
• Ensure employee participation and understanding, on all changes made in the team.
• Actively manage absenteeism and partner with Service Centre Manger and HR if needs be.

People Management

• Develop a high performing team by embedding formal performance management process and informal coaching. Encourage frequent knowledge sharing between team members.
• Determine and analyse development needs for the team and ensure that identified training requirements are facilitated and executed.
• Oversee the activities of the direct reports.
• Interview and recruit new members of the team,
• When required, initiate disciplinary processes for team members calling on support from Human Resources when required.
• Resolve grievances raised by team members and escalate only if required.
• Address poor performance of any team member through the formal Performance improvement programme and ensure that continued poor performance is appropriately dealt with.
• Motivate team members and ensure that their efforts are recognised.

Qualifications

• Diploma in Business/Operations/Sales Management or equivalent.
• Certified Key Individual

Experience

• 5 – 7 years working experience in a Sales and/or Customer Services Environment of which 2-3 years of the years of experience should be people management experience

Technical Competencies

• Product understanding and problem solving
• Negotiations Skills
• Stakeholder Management

Behavioral Competencies

• Accountability
• Teamwork
• Delegation
• Interpersonal Support
• Perseverance
• Motivating
• Prioritisation
• Analytical Thinking