Sep 242017

Call Center Supervisor reporting to the Head of Call Center Operations Head Office

  • Expiry date for internal applications:  29th September, 2017 (Close of business)
  • Working hours: Monday to Friday (8am-5pm) and every alternate Saturday (9am to 1:30pm)


  • Responsible for the development, management and growth of Izwe’s Call Center staff
  • Responsible for organizing business and team activities to ensure that the short and medium term agreed operational targets are met for the team
  • Responsible for ensuring that monthly targets for team members are set on time and communicated to all agents
  • Responsible for monitoring the results of all team members on daily basis
  • Responsible for ensuring Izwe quality on all deals processed in line with the credit policy by team members
  • Responsible for ensuring that all fraud or suspected fraud cases are managed according to company policies
  • Responsible for ensuring that all communications to customers are made according to set internal communication rules and standards
  • Responsible for ensuring that all complaints and queries are managed and resolved effectively and efficiently
  • Responsible for ensuring suitable and trained staff on Call Center platform and customer care related skills
  • Responsible for preparing and distributing daily/weekly stats of complaints and status thereof
  • Responsible for enhancing customer satisfaction, mitigate risks and reducing operational errors within the Call Center
  • Responsible for providing quality assurance reviews and monitoring adherence to the call center policies and processes
  • Responsible for coaching and mentoring Call Center staff to attain expected performance standards
  • Responsible for ensuring that daily and monthly reports are prepared accurately and timely for Call Centers

Required Skills or Experience

  • A Bachelors’ Degree
  • Excellent knowledge of call center solutions, Microsoft office and e-mail
  • 2 years relevant supervisory experience within a Call Center

Skills / Attributes

  • Analytical and hard working
  • Good customer service skills
  • Excellent communication and interpersonal skills
  • Excellent management skills

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