Senior Operations Supervisor
| Location | Sandton, South Africa |
| Date Posted | March 16, 2020 |
| Category |
Operations
Supervisor |
| Job Type |
Full-time
|
| Currency | ZAR |
Description
- Lead and manage a team of Contact Centre agents (8-15 agents). Manage contact service levels.
Duties & Responsibilities
- Planning and organizing – Establish courses of action for self and team to ensure work is completed efficiently and timeously
- Building trust – Interacting with his/her team in a way that gives them confidence in one’s intentions and those of the organization
- Coaching – Providing timely guidance and feedback to help his/her team strengthen specific knowledge/skills areas needed to accomplish a task or solve a problem
- Building a successful team – using appropriate methods and flexible interpersonal style to help build a cohesive team, facilitating the completion of team goals
- Innovation – Generating innovative solutions in work situations, trying different and novel ways to deal with work problems and opportunities
- Aligning performance for success – Focusing and guiding his/her team in accomplishing work objectives
- Information monitoring – Setting up ongoing procedures to collect and review information needed to manage tea results and activities within it
- Communication – Clearly conveying information and ideas through a variety of media to his/her team, internal and external clients in a manner that engages them and helps them understand and retain the message
- Quality orientation – Accomplishing tasks by considering all areas involved, no matter how small, showing concern for all aspects of the job
- Work standards – Setting high standards of performance for self and his/her team
- Recruitment and resource planning
- Process and quality monitoring
- Performance management (SLA’s and staff)
- Leave and timekeeping management
- Data monitoring and management
- Team acknowledgement and awards
- Timesheets
- Generate / write accurate reports to management and clients
- Team support and training
Desired Experience & Qualification
- Matric/Grade 12 Non-negotiable
- MS office Suite
- Minimum 6 months supervisory experience
- Contact / Call Centre experience
- Knowledge of customer service principles and practices