Our client, a service provider company is currently looking for a Call Centre Supervisor to organize, manage and direct the staff of the helpdesk team.

Job Responsibilities:
• To ensure that sufficient and competent staff are available 24/7 through long term and short term roasting including.
• Prepare back up plans for unplanned absence.
• Supervising the Service Desk Officers ensuring that they carry out their defined duties.
• Provides product/service information by answering questions; offering assistance.
• Maintains call center database by entering and verifying information; updating contact log.
• Improves quality results b y recommending changes.
• Keeps equipment operational by following established procedures; reporting malfunctions.
• Updates job knowledge by participating in educational opportunities.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Guide and motivate Call Centre team members in achieving their roles and responsibilities.
• Participate in the appointment of new employees and manage their induction, deployment, performance management and on-going development.
• Demonstrate work load planning, estimating and prioritisation to the team.
• Create Development plans for the team members and measure training needs and requirements.
• The supervisor has to Make sure that team members adhere to defined policies and procedures
• Good experience and knowledge in Easy system and Concept Evolution.
• Recognize process improvement opportunities and support continuous improvement initiatives.
• Manage and execute ad hoc reporting requirements
• Objective Setting and performance management knowledge and experience.
• Manage and report against defined service levels.