Call Centre Supervisor - UPD
Listing reference: click_009816
Listing status: Closed
Apply by: 6 October 2022
Position summary
Industry: Pharmaceutical Sector
Job category: Other: FMCG, Retail, Wholesale and Supply Chain
Location: Roodepoort
Contract: Permanent
EE position: Yes
About our company
Clicks Group
Introduction
Purpose:
To plan, direct and coordinate call center activities on a daily basis to ensure quality service is delivered at all times. Ensuring every order/query is managed immediately and overseen until resolution.
Job description
Key Performance Areas:
To ensure 80% of all calls are answered within 20 seconds of waiting.
· Call and e-mail queue monitoring
· Staff scheduling to ensure maximum availability of operational staff.
· Take over flow calls and emails.
· Log and handle Over flow of queries
· Place over flow orders
· Manage escalations and emergency’s until resolved
· Ensure that all email is actioned with the 2 hours SLA and all mailboxes are cleared prior to staff leaving
To ensure that the call center staff meet their required KPAs as per the occupancy.
· Monitoring, reporting and engaging agents to ensure KPA objectives are met.
· Follow through on disciplinary and performance management as per HR regulations.
· Drive agent performance
· Drive customer centric behavior
· Manage through walk about(Staff interaction)
· Develop a passion for customers’ needs
To motivate and monitor daily performance of the call center staff.
· Monitor staff performance.
· Create incentive schemes.
· Work with staff to increase morale.
· Hype up staff on promotions and high customer service
· Promote recognition of staff
To do a needs analysis for the call center staff in order to draw up an action plan to deliver to the requirements
· Analyze call center operating statistical information.
· Make informed decisions to benefit the UPD Call center, UPD Wholesale and UPD Distribution
· All performance reviews to be statistical basis
To compile and generate reports in order to analyze the information and to improve the efficiency and financial viability of the call centre.
· Extract information from all reporting engines to report on business reviews.
· Compile reporting as required (daily, weekly, and monthly).
· Be prompt on reporting
· Understand the information, make improvements on areas of weakness
· Supervisor check list to be used to ensure that all tasks of our business is completed as per individuals roles and responsibilities
To manage call scheduling in accordance with call volumes.
· Monitor calls queues.
· Manage leave schedules.
· Manage teas and lunch breaks and training schedules.
· Manage unscheduled leave and reduction thereof.
· Manage T&A in accordance to Payroll cut offs
To conduct performance management on a monthly basis to address non-performers.
· Build a reporting to track individual agent’s performance.
· Identify trends.
· Manage non-conformance to high standards of work with on the Job coaching.
· Track performance improvement .
To ensure that all complaints and escalations are resolved within accordance to SOPs.
· Well versed with UPD SOPs
· Follow up on escalations raised.
· Feedback to customers timeously
· Ensure that the customer is kept well informed.
· Record and trend issues escalated and implement preventive measure.
· Engage other departments to resolve escalations.
Minimum requirements
Skills:
Ability to work under pressure
Accuracy
Adaptability
Analytical skills
Business communication skills
Business management skills
Checking for accuracy
Coaching skills
Managing people
Meeting deadlines
Knowledge:
Microsoft Office suite (Word, Excel, Power point)
Pharmacy Processes and legislation.
Service excellence and customer principles.
Structure and content of English Language.
Personal Competencies:
Ability to work under pressure
Accuracy
Adaptability
Analyzing data
Analyzing problems
Attention to detail
Analytical skills
Business Communication Skill
Calculating data