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Job Summary
To oversee the daily operations of the call centre team, ensuring high levels of customer service, operational efficiency, and team performance. The Call Centre Supervisor is responsible for managing agents, monitoring performance, and driving continuous improvement.
Key Responsibilities
1. Team Management
- Supervise and support a team of call centre agents
- Monitor attendance, punctuality, and adherence to schedules
- Conduct regular team meetings and one-on-one check-ins
- Provide coaching, mentoring, and performance feedback
- Handle escalations and support agents with complex queries
2. Performance Management
- Track and manage key performance indicators (KPIs) such as:
- Call quality
- Average handling time
- First call resolution
- Customer satisfaction
- Conduct performance reviews and implement improvement plans where required
- Ensure targets and service levels are consistently met
3. Operations Oversight
- Oversee daily call centre operations to ensure efficiency
- Manage shift schedules and workforce planning
- Ensure systems and tools are effectively utilized
- Identify operational challenges and implement solutions
4. Quality Assurance & Compliance
- Monitor calls and evaluate agent performance against quality standards
- Ensure adherence to company policies, procedures, and regulatory requirements
- Maintain accurate records and reporting
5. Customer Experience
- Ensure a high standard of customer service is delivered at all times
- Resolve customer complaints and escalations promptly
- Identify trends in customer feedback and recommend improvements
6. Reporting & Administration
- Prepare daily, weekly, and monthly performance reports
- Analyse data to identify trends and areas for improvement
- Maintain accurate documentation of team performance and incidents
Minimum Requirements
- Grade 12 / Matric
- Relevant qualification in Business, Customer Service, or related field (advantageous)
- 2–4 years’ experience in a call centre environment
- At least 1–2 years’ experience in a supervisory or team leader role
Planet Fitness
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