Fidelity Vacancies Welkom – Call Centre Supervisor

Website Fidelity

Job Description:

Maintain a healthy customer base through acceptable service delivery. Adhere to company policy and procedure. Ensure all existing clients receive exceptional service at all times. Drive the team to achieve these results.

Job Responsibilities:

  • Devise ways to optimize processes and keep agents motivated
  • Complete Adhoc paperwork/reporting/tasks as required.
  • Ensure great customer service is delivered in your team at all times.
  • Attending meetings, training, conferences and workshops when required
  • Handling of inbound and outbound queries escalated to your level.
  • Assisting in the planning/implementation of new processes.
  • Drive inter-departmental technical liaison regarding service calls.
  • Ensure correct and effective booking –communication with internal and external client.
  • Adhere to all other CCC policies and procedures
  • Ensure Reporting is completed accurately hourly/daily/weekly/monthly as required.
  • Prepare monthly / annual results and performance schedules
  • Ensure Team is logged in as per CCC workforce requirements
  • Ensure SOP Compliance and Adherence
  • Work closely within a team to identify/solve queries and staff wellbeing.

Job Requirements:

  • Technical knowledge on functionality of security equipment.
  • Computer Literate (MS Office, advanced Excel, PowerPoint, Pulse, SAP)
  • Objection handling telephonically
  • Knowledge of performance evaluation procedure
  • Strong people management skills
  • Ability to multi-task
  • Understanding of Call Centre policies and practices.
  • Strong Interpersonal skills

Qualification & Experience:

  • Proven experience in driving results and exceeding targets.
  • Grade 12
  • Managing a team or Supervisory experience will be advantageous.
  • Listener experience advantageousC
  • Sales experience.

Job Details:

Company: Fidelity Services Group

Vacancy Type: Full Time

Job Location: Midrand, Gauteng, South Africa

Application Deadline: N/A

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