Call Centre Supervisor
Core purpose of the role Call Centre Supervisors help train and motivate call centre representatives as they answer questions, handle complaints, and provide support for clients. They assist in hiring and training employees, monitoring representative progress, and coaching them to cultivate the knowledge and skills to provide excellent service to customers Key deliverables and outputs Inbound Calls (Answer and Direct) Ensure that Call Centre Agents answer all inbound callsEnsure that all incoming calls are answered within 20 seconds as per Service Level AgreementsAssist clients with linking their deposits on the SMD Operating SystemAssist clients to register on www.smd.co.zaDirect call to the internal SMD hunt call groups only, if no answer on second attempt, take a message and email to the respective Department of Branch Outbound communication (Calls, emails, WhatsApp and Facebook) Assist the Marketing Department to conduct Customer Service Surveys and load resultsAssist with all customer complaints / compliments WhatsApp - respond to chats that clients initiate on the SMD WhatsApp number and ensure all chats are actioned dailyAnswer emails received to firstname.lastname@example.org / Call Centre mailboxAnswer Facebook comments and messages correctly and dailyMonitor complaints received on the social media platforms and action accordinglyAssist with prescribed Performance Discussion processUninsured LeadsEnsure that Agents follow the uninsured lead process as per standard operating proceduresForward bank leads to Repudiations DepartmentManage Head Office postRecord receipt of all post items on SharePoint systemNotify users via workflow to collect postEnsure users correctly mark that they have collected post on SharePoint and in the collection registerEnsure tracking numbers (waybills and stock numbers) are visible on post items in SharePointLiaise with the Administration Department to ensure that all parcels have been brought to Reception by specific times. If not, notify the Admin Department manager.Ensure Bex collections are ready by specified times daily. Internal customers Branch employees, inter-departmentsExternal stakeholdersSuppliers, Clients/Customers
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