Purpose
The main responsibility of the Supervisor is to manage the operations (contracts assigned to you) and staff. Accountable for the overall performance against set SLAs.

Key Roles 

• Manage operations within allocated budget
• Continuously monitoring of SLA targets
  • Monitoring of e-mail and voice queues (E-mail and Voice wait time)
  • Monitoring of post call surveys
• Continuously monitor and evaluate agents works to ensure quality, and timely execution as per service standard and client requirements
• Continuously monitor shift schedule adheres
  • Log in and log outs
  • Schedule and unscheduled breaks
  • Absenteeism
• Continuously monitor of absenteeism (planned and unplanned) as well as capturing on SAP within 48 hours of return
• Identifying skill requirements of staff and ensure development for optimum performance and career development
• Bi-monthly performance sessions

Core Competencies:
• To be able to effectively use the necessary systems to assess staff quality
o Monitoring of trends in improvement or deterioration on staff performance and quality initiatives through staff performance and one on one sessions
o Ensuring quarterly IPC’s are completed for staff and documented
• Ensure that target(s) are achieved on a daily, weekly and monthly basis in order to meet set SLA target(s)
• Evaluate current processes and suggestion changes/improvements where possible
• Assist in doing training / re-training where needed and/or advice by Contact Centre Management
• Ensuring that disciplinary actions is taken timeously for poor performance and time management
• Conducting bi-weekly green area meeting with staff
• Recruiting of new staff where needed
• Submitting of daily / weekly / monthly reports
• Interacting with Bidvest Facilities Management IT on system problems
• Rolling out of all new processes

Learning and Growth
• Maintain a transfer of skills and knowledge
• Ensure self-development in the related fields

Knowledge / Qualifications and experience
• Grade 12
• Excellent understanding of a contact centre and admin support environment essential
• Call Centre management certificate would be an advantage
• 2 – 5 years’ experience in Call Centre management
• Computer packages essential
• Good listening, verbal and written communication essential
• Good product and process knowledge related to Facilities management, Plant Maintenance, CRM, Property Solution, HR, Supplier Chain, Soft Services and Workplace Services.
• Excellent/Good knowledge on Bidvest Facilities Management products
• Thorough knowledge on most Bidvest Facilities Management systems essential
• Experience in management report writing essential