Contact Centre Supervisor

Responsibilities:
• Responsible for arranging schedules and workloads to ensure correct coverage at all times.
• Secure that the department works ethically and in compliance with internal procedures and H&S routines (sec check) Regular checks to ensure the EC is safe at all times
• Monitor and the overall support centre performance and provide action plans and performance targets
• Conduct Regular follow up and take action to ensure that the business plan goals remain on track
• Plan for future expected inbound call volumes and co –worker requirements to ensure the service levels are met
• Manage and control all costs related to the customer support centre
• The customer support centre shall ensure coverage is sufficient to cover peaks and maintain service level benchmarks
• Ensure that all cases are accurately raised in CRM for follow up and accurate data recording
• Work towards achieving first call resolution and thereby reducing repeat visits