Call Centre – Key Accounts Supervisor

Our client, a National Fleet Services Company, based in the Upper Highway Area, seeks a Regional Supervisor. This position will be a supporting role to the General Manager allowing for smooth, efficient and focused customer service.

Requirements:

  • Matric
  • Excellent command of the English language
  • Excellent telephone and email etiquette
  • Proficient in MS Office (primarily Word and Excel)
  • Minimum of 5 years call centre experience
  • Minimum of 5 years supervisory experience

Responsibilities:

  • Management of departmental teams of 6 – 8 employees.
  • Management of processes and efficiency within all areas of the department
  • Ensure customer satisfaction at all times – attend to any escalated customer complaints within 24 hours of the complaint
  • Training of regional staff in the department
  • Manage and carry out disciplinary matters in the departments in conjunction with the HR Department
  • Analysis of employee customer call quality within the department
  • Maintenance and upkeep of mailboxes affiliated to the department
  • Management and actioning of the CRM regarding the Service Level Agreements and Minutes of Meetings in conjunction with the Telesales Department
  • Workload overflow assistance
  • Overall Customer Response Centre management assistance
  • Weekly briefings with the CRC General Manager
  • You may, from time to time, be required to assist with other tasks outside of these KPAs

Please email CVs to apply@rmsstaffing.co.za

Please note that only short-listed candidates will be contacted.