Call Centre Supervisor

Job Overview

The Call Centre Supervisor is responsible and accountable for the management of the Call Centre, proper functioning of operations, strategy planning and implementation, managing resources, systems and processes, and all administrative routines of the Call Centre Department.

Qualifications and Experience 

• Grade 12 
• Call Centre Management certification 
• Minimum 5-10 years experience in sales driven Call Centre environment
• Minimum 5 years relevant supervisory experience

Skills and Knowledge

• Natural ability for customer focus and excellent telephone mannerism 
• Product knowledge (In-house training) 
• Excellent planning and organizational skills
• Strategic thinker
• Flexible and enthusiastic attitude with the ability to manage change
• Effective verbal and written communication skills
• Strong attentiveness and listening skills
• Strong coaching and leadership ability to motivate and develop employees
• People and resource management skills
• Interpersonal skills to deal with people at all levels
• Strong persuasion capability 
• Ability to multitask and operate under pressure to meet tight deadlines
• Strong analytical and research ability to interpret data and trends
• Highly focused and target driven
• Impeccable time management proficiency 
• High level diligence with meticulous attention to detail
• Excellent problem-solving and negotiation skills 
• Strong business acumen and ability to identify risks
• Proficiency with the necessary technology, including computers, software applications and phone systems
• Intermediate user of Microsoft Office (Excel, Word, Outlook)