Supervisor Call Centre Durban

Simply Hr Payroll; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A luxury hotels and resorts group in Durban is seeking a highly competent Reservations Supervisor with Call Centre experience. Key responsibilities include meeting team targets, mentoring staff, and ensuring excellent customer service. Candidates should possess strong communication skills and have at least 2 years' experience in a call centre environment. Familiarity with Call Centre management systems like Genesys is an advantage. The role demands someone capable of working under pressure while maintaining team efficiency.

Benefits

Competitive remuneration

Qualifications

• Must have previous Call Centre Supervisory experience.
• Good administration experience is required.
• Bilingual would be an advantage.

Responsibilities

• Ensure daily, monthly, and annual targets are met.
• Monitor and report on daily stats and performance.
• Mentor and coach staff for maximum efficiency.
• Resolve escalated queries timeously.
• Supervise and guide the team.

Skills

Excellent communication skills (verbal and written)

Strong customer service orientation

Analytical skills

Ability to work under pressure

Team player

Education

Matric

2 years' experience in a call centre environment

Tools

MS Office

Knowledge of Call Centre Management systems (e.g., Genesys)

Job description

Reservations Supervisor

A luxury Hotels and Resorts group with a Call Centre requires a highly competent and experienced Reservations Supervisor with Call Centre experience.

Core Competencies

• Accurate, organized and able to multitask.
• Excellent communication skills (verbal and written).
• Bilingual would be an advantage.
• Strong customer service orientation and influencing skills.
• Excellent interpersonal and decision-making skills.
• Well presented with excellent elocution and conscious of brand representation.
• Ability to work independently and use initiative along with problem-solving abilities.
• Ability to build strong relationships with all stakeholders: clients, colleagues, and management.
• Must have good analytical skills with attention to detail.
• Must be a good team player and achieve objectives set out by management.
• Must be customer-oriented.
• Ability to work under pressure.
• Dependable.

Duties & Responsibilities

• Ensuring that daily, monthly, and annual targets are met.
• Monitor and report on daily stats and performance.
• Mentor and coach staff daily to ensure maximum efficiency and productivity.
• Analyzing reports and identifying problem areas which need immediate corrective action.
• Performance management, coaching, and training of the team.
• Assist with day-to-day operations of a reservations call centre.
• Ensure work is evenly distributed to the team.
• Ensure escalated queries are resolved timeously.
• Supervise, guide, and provide direction to the team.

Desired Experience & Qualifications

• MS Office and Electronic Mail.
• Previous Call Centre Supervisory experience will be an advantage.
• Knowledge of Call Centre Management systems e.g. Genesys or similar Dialler system.
• Strong administration experience.
• Matric and minimum 2 years' experience in a call centre environment.

Package & Remuneration

HR Services, Recruitment & Selection