Supervisor: Call Centre | Europcar | Bruma Details
Closing Date 2024/05/02
Reference Number MOT240426-7
Job Title Supervisor: Call Centre | Europcar | Bruma
Branch/Department Call Centre, Zulberg Close
Job Type Classification Permanent
Location - Town / City Bruma
Location - Province/Area Gauteng
Location - Country South Africa
Job Description Europcar has a permanent opportunity available for a Supervisor within the Call centre at Zulberg Close, Bruma. At Europcar we are totally committed to providing car rental rates to our customers and service that lives up to our "Moving your Way" philosophy. This role is rewarding for those who derive satisfaction from being of service, can cope well under pressure and have the ability and drive to consistently make customers feel special. If this is you, this role is the one for you!
Should your application be short-listed you will be contacted for an interview. If you have not received an invitation to attend an interview within 3 weeks of the advertised vacancy closure, please consider your application unsuccessful.
Position Overview 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 satisfactionTo manage, coach and monitor. Specific Role Responsibilities 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
Qualifications and Experience 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.
Skills and Personal Attributes 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.
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