ATR21104 Supervisor: Call Centre | Europcar | Bruma, Johannesburg

Job title: Supervisor: Call Centre

Business Unit: Europcar

Reports to: Manager: Call Centre

Based at: 7 Zulburg Close, Bruma, Johannesburg

Car rental company Europcar is seeking a customer-oriented, deadline-driven individual who thrives on working in a fast-paced environment to join their team based in Bruma, Johannesburg as a Supervisor: Call Center.

• To support and promote the habits of the company.
• To listen and identify the needs of our clients as well as our consultants.
• To maintain and optimise business growth and achieve customer satisfaction
• To manage, coach and monitor.

Job Outputs:

• Motivate and coach staff
• Ensure that scheduled training is attended by staff.
• Staff discipline and counselling.
• Inter-departmental conflict resolution.
• Assist customers with general information and customer complaints.
• Ensure SLA’s are maintained at all times an via all channels.
• Manage staff performance and make note of timekeeping and attendance.
• Assist with staff counselling and discipline and inter departmental conflict.
• Assist with general Contact Centre activities, reports and performance management.
• Communicate with the customers / other Departments regarding relative issues on a regular basis.
• Implement procedures to simplify processes and avoid errors.
• Manage e-mails.
• Manage and optimise staff efficiency and turnaround times

Minimum Experience

• 5 years call centre experience (preferably in the corporate environment)
• 2 years supervisory experience

Minimum Qualification

• NQF level 4 (Matric or equivalent)

Minimum Requirements

• Computer literate – knowledge of Excel, Word, Outlook, Ignite, MiCollab and Impress.
• A valid, unendorsed drivers’ license.

Competencies

• The ability to manage multiple and diverse tasks daily
• Excellent elocution in English
• Innovative, vibrant, energetic, and creative
• Excellent listening skills
• Pro-active thinking
• Excellent numeracy skills
• Diagnostic Skills
• High aptitude for research
• High computer competence in Excel, Word, Outlook, Ignite, MiCollab and Impress
• High passion for stratifying customer needs, resolving their queries amicably
• High passion for service
• Very strong administrative and organisational skills
• Attention to personal appearance and punctuality must be ensured
• Project a professional, mature, and positive self-image in both social and business interactions
• Excellent motivational and leadership skills and qualities
• Planning Skills
• Excellent interpersonal and relationship skills
• Ability to effectively present information
• Ability to meet deadlines

Personal Attributes

• Creative, innovative, and vibrant
• Integrity – Maintain ethical and organisational norms
• Innovation – Always looking at new ways of doing things to continuously improve our performance and service.
• Passionate – Dedicate and excited to accomplish goals.