Contact Centre Supervisor (Hospitality/Tourism)

SUMMARY:
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POSITION INFO:

Job Purpose:

The Supervisor is responsible for managing the team's daily operations, ensuring adherence to corporate service standards, including a maximum 5% lost call rate (seasonal). Motivate staff to maximize sales opportunities, exceeding revenue targets.

Monitor performance through bookings, phone reports, and monthly Key Performance Assessments, providing coaching and counselling as needed. Manage reception duties.

Tracking, measuring, and reporting of the overall Local Contact Centre productivity and efficiency. Ensure that the global corporate standard service levels, operational and business requirements are met. To monitor performance, coach and motivate staff to maximise every selling opportunity for the organisation to exceed revenue targets in conjunction with market leads in each market. 

Scope of role:

Directly reporting to the Head of Internal Operations and will be responsible for:

• Establishing and maintaining strong relationships with internal stakeholders and partners to drive business opportunities and maximize sales potential.
• Maintain high levels of performance within the department, to ensure excellent customer service through monitoring,
training, providing staff with regular company updates.
• Reviewing management information and making suggestions, recommendations on improvements within the Contact Centre.
• Leading and developing the team to ensure consistency in performance, stability, and succession planning.
• Co-ordinate reward, and incentive.
• Serve as the primary point of contact for senior leadership regarding the South African contact centre operations and performance.
• Develop and implement contingency plans to address potential operational disruptions. 

Job Responsibilities:

1. Accountable for the South African Contact Centres. Main activities include:

• Manage interdepartmental relationships.
• Build up the framework with a standard operating model and adhere to required processes, sales and
service guidelines.
• Manage South African contact centre performances on B2C/B2B Inbound and B2C Outbound programs (when
implemented).
• Assess the South African contact centre for capabilities to reach the sales conversion rate/revenues objectives and to
deliver the required customer experience.

• Continuously drive sales and operation excellence initiatives and share best practices to the overall network.
• Mitigate risks through performance management.
• Continuously drive sales and operation excellence initiatives, aimed at improving agents experience and
reducing pain points.
• Remain flexible and open to new ideas.
• Always Have Customers experience at top of mind. 

2. Collaborate and support Contact Centre and Sales management team. Main activities include:

• Conducting regularly meetings to provide feedback on quality performance, trends and focus areas.
• Conducting regular forecast checks to ensure delivery adherence.
• Ensuring disputes are effectively managed and tracked.

Requirements:

• 1+ years in a Team Leaders role in a call centre within the South African office.
• Strong interpersonal and leadership skills.
• Problem-solving and decision-making abilities.
• Experience in quality assurance and performance metrics.