Contact Centre Supervisor

Telebest; Sandton; On-site; ZAR 279,000 - 390,600; Full time

Job summary

Telebest is looking for a Team Leader to oversee a call centre in Sandton, Gauteng. The ideal candidate must have 1-2 years' experience in leading a team in a call centre environment.

Your responsibilities will include managing contact centre performance, driving sales initiatives, and ensuring the delivery of a high-quality customer experience. Strong leadership and conflict management skills are essential.

Qualifications

• 1-2 years' experience in a Team leader role in a call centre environment (more than 50 seats).
• Experience in Quality Assurance and Performance Metrics.
• Ability to manage teams and handle HR disciplinary processes.

Responsibilities

• Build framework with a standard operating model and adhere to required processes.
• Manage contact centre performance B2C / B2B inbound and B2C outbound programs.
• Assess contact centre for capabilities to reach sales conversion rate and customer experience objectives.
• Drive sales and operation excellence initiatives.
• Mitigate risk through performance management.

Skills

Team leadership

Quality Assurance

Performance Metrics

Team Management

HR disciplinary management

Conflict management

Job description

Qualifications

• 1-2 years' experience in a Team leader role in a call centre environment (more than 50 seats)
• Experience in Quality Assurance and Performance Metrics
• Team Management
• HR disciplinary management
• Conflict management

Responsibilities

• Build framework with a standard operating model and adhere to required processes, sales and service guidelines
• Manage contact centre performance B2C / B2B inbound and B2C outbound programs
• Assess contact centre for capabilities to reach the sales conversion rate / revenues objectives and deliver the required customer experience
• Drive sales and operation excellence initiatives
• Mitigate risk through performance management