Contact Centre Supervisor

Responsibilities:
• Transport management system should be monitored and customers contacted when delays are expected or when customers have requested a call back
• Monitor and evaluate the overall support centre performance and provide action plans and performance targets
• 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
• Resolve all customer issues that cannot be solved by the agents. Escalation matrix is followed and updated
• Plan for future expected inbound call volumes and co –worker requirements to ensure the service levels are met
• Actively contribute to the creation of the country business plan and be accountable for the Customer Support Centre action plan
• Support in creating an inspiring and motivating work environment and atmosphere where co-workers have access to the information they need with user-friendly tools.
• Work towards achieving first call resolution and thereby reducing repeat visits
• Compile KPI’s and discuss benchmarks with store teams to ensure dissatisfaction is reduced
• Manage and control all costs related to the customer support centre
• Co-worker empowerment to take reach a decision without delay
• Conduct Regular follow up and take action to ensure that the business plan goals remain on track
• Calls are listened to and additional training/disciplinary action taken to improve the communication and resolution
• Monitor and feedback on working methods, productivity and quality on team and individual level
• Responsible for arranging schedules and workloads to ensure correct coverage at all times.
• Ensure that all customer emails and social media complaints are followed up and resolved within 24 hours of being received
• Compensatory matrix is implemented and improvements are discussed with the support centre manager
• Empower and coach co-workers through knowledge, confidence, trust and motivation so they are always ready to support customers in the best way possible