Supervisor: Call Centre x3

Supervisor: Call Centre x3
Location: National (South Africa)
Employer: SANRAL
Type of Contract: Permanent
Experience: Call Centre supervisory experience

Position Objective

The Supervisor: Call Centre is responsible for managing Call Centre Operators to ensure the availability and quality of customer service for road users. This includes account registration, queries and claims, and account payments related to mobility/toll accounts. The role involves training, performance coaching, and ensuring systems, processes, and product knowledge are in place for effective service delivery.

Minimum Requirements

• Education: Matric (Grade 12).
• Experience: At least 12 months in a call centre environment at a supervisory level.

Knowledge and Experience

• 2 years of supervisory experience in a corporate call centre environment.

Skills and Abilities

• Problem-solving skills.
• Analytical and attention to detail.
• Deadline-driven with stress tolerance.
• Strong communication skills.
• People management and leadership skills.
• Interpersonal skills.
• Report writing skills.

Key Responsibilities

Call Centre Management

• Supervise the achievement of daily, weekly, and monthly call centre customer service levels.
• Ensure compliance with established policies, procedures, work instructions, and other documentation to meet call centre performance objectives.
• Identify skills training needs and coach employees to achieve performance goals.

Telephony Capacity and Functionality

• Monitor the functionality of website enquiries and related call centre technologies to meet operational requirements.
• Supervise, address, and report on daily website enquiry statistics.

Provision of Customer Service Solutions

• Measure and monitor end-to-end customer service delivery for all road users on identified tolling networks.
• Assign and supervise operator tasks, ensuring progress towards performance objectives and reporting on improvements.

Account Management Services

• Supervise and monitor real-time account management services for road users accessing telephonic and online customer service channels for toll account registration, queries, and payments.

Employment Reference Checks

Employment reference checks are required as part of SANRAL’s recruitment process. Applicants must complete a consent form for SANRAL to process and verify the provided information.

Employment Equity

Appointments will be made in accordance with SANRAL’s Employment Equity plan. Preference will be given to personnel currently performing the task. SANRAL reserves the right not to fill the position.

Closing Date

Applications close on 12 March 2025.

Click here to apply.

Feedback will be provided to shortlisted candidates only.