Job Description

Value Vacancies – Call Centre Supervisor

Call Centre Supervisor

Purpose of the Job
The Call Centre Supervisor will lead and manage the call centre team to ensure optimal performance in both sales and operations. This role focuses on strategic call planning, driving sales initiatives, and maintaining strong relationships with clients and internal stakeholders to enhance efficiency and customer satisfaction.

Key Responsibilities

Operational

• Oversee daily operations of the call centre, ensuring smooth workflow
• Supervise and support call centre agents to achieve sales and service targets
• Develop and implement strategies to increase revenue and customer engagement
• Plan call schedules strategically to optimise order placement and delivery routing
• Monitor team performance against KPIs and SLAs, providing feedback and guidance
• Conduct training and development programs to enhance agent skills and productivity
• Foster strong relationships with internal teams and external clients
• Ensure exceptional customer service and high client satisfaction
• Analyse call centre data to identify opportunities for improvement
• Collaborate with other departments to enhance processes and overall customer experience

Minimum Requirements

• Grade 12 (Matric)
• Minimum of 2 years’ experience in a telesales or call centre environment

Skills Required

• Professionalism and telephone etiquette
• Attentive listening and comprehension skills
• Conflict resolution and problem-solving abilities
• Time management and organisational skills
• Proficiency in Microsoft Office, typing, and system navigation
• Strong administrative and reporting skills
• Ability to build and maintain relationships
• Ability to prioritise tasks effectively
• Leadership and team management capabilities
• Excellent communication and interpersonal skills
• Ability to perform under pressure

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