Operations Supervisor

DASH BPO; Randburg; On-site; ZAR 180,000 - 260,000; Full time

Job summary

A leading BPO company in South Africa is seeking a dedicated Call Center Supervisor to coach and motivate agents. Responsibilities include ensuring compliance with performance standards, analyzing data to set goals, and providing ongoing support to the team. Ideal candidates will have over a year of supervisory experience and strong communication and problem-solving skills. This role is essential for enhancing team performance and customer satisfaction.

Qualifications

• 1+ years of call center, customer service, and supervisory experience required.
• Strong working knowledge of technology, especially computers and phone systems.
• Ability to coach, train, and evaluate employee performance.

Responsibilities

• Ensure agents comply with all performance standards and policies.
• Monitor and evaluate agent performance and take corrective actions as needed.
• Create reports and analyze data to assist in setting call center goals.
• Collaborate with supervisors and management to maximize customer satisfaction.
• Monitor and evaluate agent performance and provide coaching.
• Create reports and analyze data to assist management.
• Collaborate with supervisors and management to support agents and maximise customer satisfaction.

Skills

Call center experience

Supervisory experience

Problem-solving skills

Advanced communication skills

Microsoft Office proficiency

Motivational skills

Education

High school diploma or equivalent

Advanced education in management

Tools

Microsoft Office

MS Excel

MS Word

MS Outlook

MS PowerPoint

Job description

Job Description

We are looking for a dedicated, supportive Call Center Supervisor who can coach and motivate Call Center Representatives as they take calls from customers. The Call Center Supervisor will assist with training and ensure each agent is well prepared for their calls. You will continue to support agents after training by monitoring their progress, ensuring they understand and meet expectations, answering their questions, and providing ongoing coaching opportunities and suggestions. You should be analytical, supportive, and willing to serve as a resource to agents. To be successful as a call center supervisor, you should focus on helping your team gain the skills and knowledge they need to better support customers. You should be supportive, communicative, and attentive.

Supervisor Responsibilities

• Ensure agents understand and comply with all call center objectives, performance standards, and policies
• Set priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, AHT, Sales, CSAT and NPS
• Answer agents' questions about best practices or difficult calls
• Identify operational issues and suggest opportunities for improvement
• Monitor and evaluate agent performance, provide learning or coaching opportunities, and take corrective action as needed
• Create reports and analyze data to assist management in setting call center goals and objectives
• Collaborate with other supervisors and management team members to support agents and maximize customer satisfaction

Requirements

• High school diploma or equivalent, but advanced education, especially in management, is a plus
• 1+ years Call center, customer service and supervisory experience is required
• Strong working knowledge of technology, especially computers, software, applications, and phone systems 2
• Intermediate Microsoft Office skills: Microsoft Excel (ability to sort, sum, insert bar graphs and use formulas), Microsoft Word (ability to create documents and complete mail merging), Microsoft Outlook (ability to manage email, calendar, and task lists), and Microsoft PowerPoint (ability to create presentations with images, words, charts / graphs and merging data from Microsoft Excel)
• Advanced communication and interpersonal skill sets
• Ability to coach, train, motivate and evaluate employee performance
• Excellent problem solving, leadership and customer service skills