Purpose of the Job

The Call Centre Supervisor is responsible for overseeing the sales and operations of the call center, ensuring that Call Centre agents perform optimally to meet business objectives. This role involves strategic call planning, managing the sales function within the Call Centre, and fostering strong relationships with internal and external clients to drive efficiency and customer satisfaction.

Key Responsibilities 

Operational

• Manage and oversee the daily operations of the Call Center
• Supervise and support call center agents to achieve sales and service targets
• Develop and implement sales strategies to increase revenue
• Strategically plan call schedules to optimise order placement and delivery routing
• Monitor performance metrics and ensure team adherence to KPIs and SLAs
• Conduct training and development programs to enhance agent performance
• Build and maintain strong relationships with both internal teams and external clients
• Ensure a high level of customer service and satisfaction
• Analyse call center data to identify areas for improvement
• Collaborate with other departments to improve processes and customer experience

Minimum Requirements

• Grade 12 (Matric)
• 2 Years’ of relevant experience in a telesales environment

Skills Required

• Professionalism and telephone etiquette
• Attentive listening
• Comprehension
• Conflict management skills
• Time management skills
• Microsoft Office/typing/system navigation skills
• Strong administrative skills
• Ability to build strong relationships
• Ability to understand and interpret reports
• Ability to prioritisetasks
• Leadership and team management skills
• Excellent communication and Interpersonal Skills
• Ability to handle high pressure situations