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Cape Peninsula University of Technology
Call Centre SupervisorCape Peninsula University of Technology • Bellville Campus Bellville, Cape Town, WC, ZA
Call Centre Supervisor

Call Centre Supervisor

Cape Peninsula University of Technology • Bellville Campus Bellville, Cape Town, WC, ZA
30+ days ago
Job description

Job Knowledge

, Skills and Experience
  • National Diploma in Public Relations/Marketing or equivalent qualification
  • At least 3 years Higher Education Call Centre experience
  • Recommended: Call Centre supervisory experience will be advantageous
Key Performance Areas / Principal Accountabilities
  • Managing the daily running of the Call Centre
  • Setting and meeting performance targets for speed, efficiency and quality
  • Liaising with operators and third parties to gather information and resolve issues.
  • Monitoring random calls to improve quality, minimize errors and track operator performance
  • Reviewing the performance of staff, identify training needs and planning training sessions
  • Recording statistics, user rates and the performance levels of the centre and preparing reports
  • Handling the most complex customer complaints or enquiries
  • Organizing staffing and the number of staff required to meet demands
  • Coaching and motivating to retain staff
  • Analysing performance statistics and making decisions on the basis of these statistics
  • Improving performance by raising efficiency and sourcing new equipment to enable this
Competencies
  • Excellent communication and problem-solving skills
  • Good interpersonal skills
  • Good organizational skills
  • A strong customer focus and an ability to work well in teams
  • An excellent telephone manner
  • Ability to help others work towards targets and develop their skills
  • Leadership skills and the ability to motivate and develop staff
  • Confidence and a good business sense
  • Ability to set, meet and exceed targets
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Call Centre Supervisor • Bellville Campus Bellville, Cape Town, WC, ZA

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