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11 Oct 2024

Permanent Customer Relations Supervisor – Table View – Fidelity Vacancies

Fidelity Services Group – Posted by JobLink24 –  Cape Town, Western Cape, South Africa

Job Description

Fidelity Vacancies – Customer Relations Supervisor

Job Overview:

We are seeking a dedicated Customer Relations Supervisor to effectively manage our level 1 Inbound team in the Customer Contact Centre (CCC). This role focuses on ensuring exceptional client communications, superior service, and efficient administration. You will lead your team to achieve overall company objectives by providing excellent customer service across all contact channels and media.

Minimum Qualifications and Experience:

  • Grade 12/Matric or relevant qualification.
  • Previous supervisory experience in a customer service environment, particularly in a call center, is advantageous.
  • Essential computer literacy (MS Office Suite: Word, Excel, Outlook, PowerPoint).
  • Tertiary qualifications are a plus.
  • Valid Code 08 driver’s license.

Main Duties:

  • Manage incoming call service levels, workloads, and queues while ensuring compliance with business requirements.
  • Monitor call-back times, abandonment rates, and staff adherence to schedules, including attendance registers.
  • Address absenteeism and vacancy rates within your team and manage staff turnover effectively.
  • Ensure team members are logged in to systems on time and maintain full shift duration.
  • Oversee adherence to schedules, including availability, call durations, and wrap-up times.
  • Ensure comprehensive documentation of all customer interactions in applicable systems.
  • Drive team members to deliver solutions to client issues via all contact channels while adhering to quality standards.
  • Manage client communication across various platforms (email, website chats, WhatsApp, CRM chats) to ensure high service levels.
  • Track and manage cancellation rates to minimize client attrition within your team.
  • Ensure compliance with Standard Operating Procedures (SOPs) and scripts on a monthly basis.
  • Meet all internal and external reporting requirements (daily, weekly, and monthly).
  • Attend meetings and present reports as needed.
  • Handle client complaints and queries, taking ownership of resolutions and following up with customers.
  • Ensure adherence to escalation processes as per agreed procedures.
  • Train team members to required standards, conducting ongoing monitoring, coaching, and support.
  • Enforce discipline and house rules while fostering a culture of accountability and respect within the team.
  • Conduct merit assessments for exceptional staff performance and handle interviews for potential candidates.
  • Collaborate with peers to implement best practices continually.
  • Drive new business products through your team, such as secure products and Fidelity Insure.
  • Achieve quality assurance (QA) KPIs and Service Level Agreements (SLAs) within your team.
  • Ensure staff are updated on all changes and additions to the knowledge base.
  • Fulfill ad-hoc responsibilities aligned with business requirements, KPIs, and objectives.

Behavioral Competencies:

  • Ethical practice and professionalism.
  • Strong leadership and navigation skills.
  • Business acumen with an understanding of customer relations.
  • Excellent relationship management and consultation abilities.
  • Critical evaluation and administrative skills.
  • Advanced communication and decision-making proficiency.
  • Driven, passionate, and adaptable to change.
  • Strong interpersonal and analytical skills.
  • Competent in numeracy and computer literacy.

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