Customer Support Supervisor

4 days ago

Johannesburg, Gauteng, Saudi Arabia PayJoy Full time

Responsibilities

  • Ensure productivity, efficiency and satisfaction metrics compliance for Customer Support operations.
  • Overseeing and assessing contact center staff activities and assisting the supervisors and 3dr party players with regular performance feedback.
  • Strategizing and monitoring daily activities of customer service operation.
  • Ensure the strategic operation for internal and external contact centers in order to ensure contractual and service level compliance.
  • Forecast definition for growth/decrease of agents in contact centers.
  • Monitoring reports and projects with different areas of the company.
  • Define, standardize and implement processes when needed.
  • Improvement plans definition based on contact rate analysis.
  • Assisting with the development and implementation of service policies, and communicating them to required areas of the company.
  • Maintaining documentation pertaining to customer service department activities.
  • Assist in the implementation and/or execution of customer support initiatives with other areas of the company.

Requirements

  • Experience working with fast growing companiesmandatoryHighly analytical, having proved to make data-driven decisions.
  • Intermediate Excel skills, as the role requires independence for performing numerical analysis.
  • Independent, only needing direction from his/her direct supervisor.
  • Ability to mentor and grow the skills within your team.
  • Minimum experience of 3 years managing customer service campaigns in contact centers.
  • Demonstrated experience in project management and implementation at least 2 yearsExperience in managing cross-functional projects.
  • Experience in contact center management tools and systems Zendesk.
  • Domain of customer satisfaction metrics Satisfaction, AHT, FRT, SLA ́s, QA, etc..
  • Construction of insights for decision making.
  • Excellent communication and organizational skills.
  • Strong problem-solving skills, results oriented

Benefits

  • Medical Aid plan
  • Retirement plan
  • Internet Allowance
  • Death, Funeral and Disability
  • Annual Fitness Benefit
  • Annual Professional Development

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