Call Centre Operations Supervisor at Vodafone

The main purpose is to lead a team of admin agents to achieve the maximum productivity out of each individual team member. To focus the team to deliver in terms of Customer Obsession goals.

Your Responsibilities will include:

• Escalating concerns when required as per policy and procedure to ensure that the queries are dealt with effectively and swiftly.
• Constantly ensuring that the appropriate risks are evaluation and is applied to each scenario consistently and effectively to minimise impact on the business and customer.
• Monitoring and evaluating progress towards targets and objectives related to collections and provide support to the team where required and manage staff resourcing to the achieve targets and deadlines

• Ongoing feedback and coaching to staff ensure that team performance at is optimum productivity level.
• To ensure that a climate conducive to performance is created and maintained to ensure that the department delivers against targets and objectives.
• Initiate pro-active and corrective actions as required within allocated time frames.
• Identify potential barriers to optimising performance of the team (s).
• Weekend and Public holiday department management.
• Compilation and submission of reports.
• Create a positive working environment that enables agents to be motivated to perform at the required levels of service.
• Responsible for the total performance management of all consultants in the team by measuring and providing feedback regarding performance.
• Create and maintain relationships with support departments and other role players ensuring that efficiency and delivery as per agreed service level agreements
• Responsible for the total performance management of all consultants in the team by measuring and providing feedback regarding performance.
• Create and maintain relationships with support departments and other role players ensuring that efficiency and delivery as per agreed service level agreements

The ideal candidate for this role will have:

• Matric - essential
• Minimum of 5 years’ experience in Collections and Admin
• Must have in-depth knowledge of 3D Siebel

• Accounting principles
• Computer applications
• Interpersonal
• Communication
• Negotiation
• Conflict handling
• Problem-solving
• Customer service
• Time Management
• Analytical
• Stress management
• User Acceptance Testing
• Business environment
• Credit Management
• Computer applications (Epix, Tallyman, MII, MS Office, Siebel C3D)
• Siebel C3D Development life Cycle
• Siebel C3D Testing life Cycle
• Siebel C3D Go –Live life Cycle