Customer Service Supervisor (Inbound) - Fidelity Services Group

Reporting to: Contact and Monitoring Centre Manager- Inland

Overall Purpose of the Job: To effectively manage a level 1 Inbound team in the CCC (Customer Contact Centre).

This would include ensuring effective Client Communications, Client service, and administration. Daily management of level 1 inbound team to achieve overall company objectives, through excellent customer service. To ensure that all staff members provide a superior customer service to internal and external customers via all contact channels and all media.

Main Duties:

• You will be required to work weekends and public holidays in line with business work requirements.

• Manage the Customer Service Level of Incoming calls, workloads and queues

• Manage call-back times and abandonment rate and staff adherence and ensure a full staff compliment, resource planning and allocation of agents in line with business requirements and updating of attendance registers.
• Manage the Absenteeism and vacancy rate in your team as well as Staff turnover rate in your team
• Ensure that team members are logged in to FADT systems on time and for full shift duration
• Ensure team members adherence to schedule and availability to serve, call durations, wrap up times etc.
• Ensure that team members note details of all customer interactions on applicable systems (Current LSN notes)
• Ensure that team members are delivering solutions to client issues and concerns via all contact channels and all media according to quality standards, and ensure your agents are driven to go the extra mile for all Customer's Internal and external

• Manage all client communication channels and ensure excellent customer service levels, as and when required (Email, website chats, Whatsapp communication, CRM chats etc)
• Manage the number of cancellations in line with managing client attrition within your team
• Ensure compliance monthly with all SOP procedures and scripts
• Ensure all internal and external reporting requirements for the team (all daily, weekly, and monthly) is met
• Attend meetings when required and present reporting when needed in meetings
• Deal with client complaints, enquiries, and queries. Receive complaints and calls where customer want to speak to the Supervisor/ Manager. Take ownership ensuring resolution and follow up with customers

• Ensure all escalation processes are followed according to agreed procedures

• Ensure that all staff are trained to required standards and that continuous training takes place, as well as Monitoring /Coaching/Assisting staff. This would include one-on-one coaching. Manage staff welfare.

• Ensure to enforce strict discipline and house rules
• Ensure a Culture of Accountability and communicating with Respect within your team
• Do merit assessment for staff doing exceptional work, getting compliments, and going above and beyond
• Interviewing potential candidates for employment

• Work with peers to implement best practices at all times
• Drive new products for the business via the team, for example- secure products and Fidelity Insure.
• Achieve QA (quality assurance) KPIs and SLA within your team.
• Ensure staff members stay abreast of all changes and additions to knowledge base
• Ad-hoc responsibilities from time to time in line with business requirements, KPI’s, changes and objectives.

Minimum Qualifications and Experience:

• Grade 12/Matric or relevant qualification
• Customer Service supervisory experience in a Call Centre environment would be advantageous
• Computer literacy essential (MS Officce suite, MS Word, Excel, Outlook, Powerpoint, Listener)
• Tertiary qualifications are an advantage
• Code 08 Drivers Licence

Behavioural Competencies:

• Ethical Practice
• Leadership & Navigation
• Business Acumen
• Relationship Management
• Consultation
• Critical Evaluation
• Administrative
• Advanced communication
• Decision making
• Professionalism
• Driven and Passionate
• Change management
• Interpersonal skills
• Computer literate
• Numerate
• Analytical