Supervisor Call Centre Pretoria

Support Supervisor (Call Centre)

Our client in the Medical Devices industry is currently looking for a Support Supervisor (Call Centre) , in Pretoria.

Duties & Responsibilities

• Assist the Hearing Hub Manager to ensure the optimal functioning of the Hearing Hub, its procedures, and its systems.
• Operationally responsible for selected support agents, coordinating their shift-based activities to ensure adequate output of work.
• Handle complex queries related to sales orders, support, deliveries, and escalations. Performance will be measured according to the performance of direct reports and role-based KPIs.
• Liaise with the Manager to understand and articulate strategic direction for the team and its product and system output.
• Steer the direction of the team by communicating the strategy into a workable and efficient plan, presenting assumptions, and recommending objectives as required.
• Interpret customer retention and satisfaction reports and advise on (and implement) mid-course corrections and / or improvements.
• Supervise Junior Lexie Experts, Lexie Experts, and Product Experts.
• Manage team KPIs with frequent and proactive feedback.
• Ensure appropriate and continuous team training.
• Monitor and report on team performance with scheduled check-ins, performance appraisals (in conjunction with the Hearing Hub Manager), and required documentation.
• Manage peak times and operational capacity, allocating resources appropriately under guidance of the RTA and / or HHM.
• Ensure wrap-up tasks (e.g., capturing call outcomes and notes) are completed accurately according to procedure.
• Ensure agents action inbound sales calls according to procedure.
• Drive the upsell of additional products to existing or prospective customers.
• Ensure agents provide quality information to customers to meet their needs and minimize returns.
• Manage escalations from agents to solve problems for end users and escalate to the manager when necessary.
• Manage customer cases and complaints in the CRM.
• Handle escalated queries with discretion and efficiency.
• Ensure agents maintain a high first contact resolution rate without compromising customer care.
• Ensure agents provide comprehensive troubleshooting and solve problems for customers via voice or video call, live chat, email, or text message.
• Ensure agents obtain and note quality information from customers for effective management of relevant escalations.
• Ensure customers have a positive view of the company and the customer support team and processes.
• Solve problems effectively and efficiently, encouraging the same behavior within the team.
• Conduct business professionally when communicating with customers to ensure satisfaction and encourage the same behavior within the team.
• Maintain a high ‘customer effort score’ and ‘customer satisfaction rating’ in the Hearing Hub.
• Provide continuous input on improving hearing hub procedures and customer experience.
• Ensure key metrics remain relevant and continuously improve.
• Assist with individual and team performance through audits on communication logs, emails, and call recordings to identify areas for improvement.
• Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers and corresponding responses.
• Ensure communication is ethical and in line with Company Policy and provided training.
• Monitor and enforce correct use of internal systems and HIPAA Privacy Requirements.
• Maintain customer records in accordance with procedures and HIPAA.
• Perform QA assessments on agents and ensure they maintain high QA scores, other KPI scores, and customer satisfaction rates.
• Maintain absolute customer confidentiality and protection of personal information in accordance with regulations and procedures, ensuring the team does the same.

Desired Experience & Qualifications

Package & Remuneration

HR Services, Recruitment & Selection

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