Support Supervisor

The Hiring House

  • Pretoria, Gauteng
  • Permanent
  • Full-time
  • 1 month ago
We are looking for a Support Supervisor to be responsible for assisting the Hearing Hub Manager to ensure the optimal functioning of the Hearing Hub, its procedures and its systems. Operationally responsible for selected support agents, coordinates the shift-based activities of these agents to ensure an adequate output of work is maintained. Handles the more complex queries in relation to for example sales orders, support, deliveries and escalations. Performance will be measured in accordance with performance of direct reports and role based KPI’s. We have a permanent role in Pretoria.Key Performance Areas
- Planning & Reporting
- Team Supervision
- Sales
- Customer Support
- Customer Experience
- Continuous Improvement
- Quality & ComplianceMinimum education (essential):
- MatricMinimum education (desirable):
- Relevant Management or Contact Centre CertificationsMinimum applicable experience (years):
- 3+ years in Call Centre Management / SupervisionRequired nature of experience:
- Team management / supervision
- Enforcing OP’s and Company Policies
- B2C / DTC sales
- Customer relations
- Telephonic sales
- E-commerce platforms
- Technical support
- Sales and reporting
- Working within a digital environment
- Working across different time zones with different countriesSkills and Knowledge (essential):
- CRM system experience (i.e. Salesforce)
- E-commerce platforms (Big commerce, Shopify)
- Excellent English skills with neutral tonality
- Conversion rates and sales funnels
- Conflict management
- Monitoring and measuring of performance metrics
- Google Suite
- Performance and probation management
- Relevant Labour legislationPlease call us on 0100300127NB: Should you not hear from us within 6 weeks, please consider your application unsuccessful.For more information please contact:Sinothile Mhlongo

The Hiring House