A new position for a Contact Centre Supervisor exists within Kazang VAS & Card division, in Gaborone, Botswana.
As the Contact Centre Supervisor, you will be responsible to carry out Contact Centre support duties within a team. The ideal candidate will also be required to manage a team and provide reporting on the performance of the Contact Centre.
Key Responsibilities include, but are not limited to:
Contact Centre Support Responsibilities
- Managing interactions (mail, support tickets, phone, and chat) with customers within the Service Level Agreement (SLA).
- Accepting ownership for effectively solving customer issues, complaints, and enquiries; keeping customers updated on the progress of the queries.
- Educate customers on self-help options available and how to use these platforms.
- Managing inbound and outbound calls within the Service Level Agreement (SLA).
- Responding in a timely manner to client mails, support tickets, and/or chats (internal and external).
- Logging cases/tickets for customers (internal and external) on the platform and manage the relevant cases/tickets within the SLA.
- Performing First Line Troubleshooting (FLT) according to documented processes and procedures and ensuring First Call Resolutions (FCR).
- Escalating tickets to other departments if FCR cannot be done during FLT.
- Adhering to processes and procedures pertaining to your role and daily functions.
- Working with internal teams – logging cases, ensuring timely feedback, and escalating outstanding cases to internal teams.
- Ensuring that everything is recorded on the platform (what FLT was done, what the next steps are).
Management Responsibilities
- Daily team duty management and ensuring the Front Office and Support Agents have support when needed.
- Managing your own team to ensure the daily deliverables are met and that your team contributes to the overall Contact Centre performance.
- 2nd point of escalation for the Contact Centre Support Agents on Support tickets that have not been resolved.
- Generate and monitor Monthly Contact Centre Performance reports (e.g., Freshdesk/FreshChat).
In order to be considered for this position, the following requirements must be met:
- Matric/Grade 12.
- Contact Centre Training/qualifications advantageous.
- Proven experience as a Contact Centre Supervisor or Manager.
- Solid understanding of reporting.
- Knowledge of performance evaluation and customer service metric.
Technical Competencies:
- MS Office Suite.
- Freshdesk advantageous.
Behavioural Competencies:
- High level of interpersonal skills.
- Able to function well as part of a team.
- Excellent verbal and written communication.
- Must be able to describe and explain steps telephonically.
- Diligent, accurate and high attention to detail.
- Excellent customer service skills.
- Motivated, positive, can-do attitude and approach.
- Have a professional and personable demeanour.
- Able to work well under pressure.
- Adhere to processes and procedures.
Working hours:
Are currently from 08:00 to 17:00 Monday to Friday, however, due to the nature of the operations of the Contact Centre includes working standby / overtime work on rotational basis (weekdays and Saturdays / Public Holidays).
To apply for this position, include a 2–3-page CV, specifying the position you are applying for, for the attention of Lezanne Amos at Lezanne.amos@kazang.com
