Are you Ready to level up your leadership game?
Alpha Direct is on the hunt for a Call Centre Supervisor who’s got the magic touch!
If you’re a people whisperer, thrive in fast-paced settings, and have a flair for turning everyday calls into extraordinary customer experiences, then this role has your name on it!
Join our professional team and collaborate with us to enhance team morale and elevate customer satisfaction to unprecedented standards.
Key responsibilities
- Support the Manager in the strategic oversight of daily call centre operations.
- Lead, mentor, and motivate a team of call centre agents to achieve performance metrics and deliver superior customer service.
- Serve as the primary escalation point for customer complaints or inquiries, prioritizing effective and satisfactory resolutions.
- Collaborate with the Manager to design and implement efficient shift schedules.
- Ensure that all relevant communications and data are meticulously updated and recorded on the appropriate platforms.
- Organize and facilitate comprehensive training sessions aimed at enhancing service quality and reducing operational errors within the Centre.
- Conduct thorough reviews of calls and service interactions to ensure compliance with company standards and quality assurance protocols.
- Ensure that agents maintain accurate call logs, adhere to established procedures, and document all call information in accordance with standard operating procedures.
- Ensure the timely processing of all claims submissions
Skills & Attributes
- Proven track record of effectively motivating and mentoring team members to achieve their strategic objectives, thereby enhancing overall team performance and productivity.
- Proficiency in short term insurance
- Expert in conflict resolution, employing a composed and strategic approach to facilitate constructive dialogue and ensure mutually beneficial outcomes.
- Fluent in both English and Setswana, enabling seamless communication across diverse groups and enhancing collaboration.
- Demonstrates exceptional analytical and problem-solving skills, with a strong emphasis on precision and thoroughness in all tasks undertaken.
- Highly proficient in the Microsoft Office Suite and CRM software, leveraging technology to optimize workflow and improve operational efficiency.
- Exhibits outstanding customer service acumen, consistently providing exemplary support and fostering positive client relationships to drive satisfaction and loyalty.
Required Qualifications & Experience
- Educational Background
- Degree in Management, Communications, Marketing, or any related field.
- Minimum requirement Certificate of Proficiency in Short Term Insurance
- Belong to any Insurance professional body
- Professional Experience
- At least 3-4 years of experience in a call center, preferably in a supervisory/ Team Leader role.
- Demonstrated market experience with high levels of client interaction.
- Competence in Insurance services
