CUSTOMER CARE SUPERVISOR

Job Title: Customer Care Supervisor

Implementation of Customer Care Culture
Management and leadership of Call Centre and branch team leads
Management of Call Centre branch service level within agreed standards
Provision of high standard of service delivery for all walk in customers and inbound customers
Ensured customer retention levels are maintained within agreed standards
Retention support to Dealers
Ensure performance management of all staff
Ensure implementation of Quality Assurance standards
Ensure adherence to laid down policies and procedures
Ensure continuous improvement of customer care processes
Ensure management of Outbound calls to customers to drive retention
Manage Churn and retention projects
Analysis of reasons that customers churn
Management of Branch Audits
Manage service level agreements
Develop and communicate functional policies and procedures
Ensure Stock management and Cash reconciliation for all branches is done on daily basis
Complete Daily, weekly and monthly reports
Ensure adequate staffing for the customer service areas
Manage Departmental budget

COMPETENCIES

(Personal capabilities, which are critical to the production of quality outputs)

Knowledge

Skills

Personal Qualities

Qualification:

At least 5 years experience in Operations/Customer Service environment, 2 of which must be at a supervisory level.

To apply for this job email your details to careers@startimestelevision.com

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