CALL CENTRE SUPERVISOR – MRI Botswana

Vacancy Advertisement

Applications are invited from suitably qualified, innovative, self-driven and results oriented self driven individuals for the following vacant position.

CALL CENTRE SUPERVISOR

Main Purpose of the Job

Reporting to the Call Centre Manager, they will be responsible

for ensuring the proper running of the Call Centre

Core Areas of the Job

• Monitors efficient logging and resolution of customer calls.
• Encourages and ensures timeous feedback to dients/service providers.
• Draws daily, weekly and monthly activity reports.
• Promotes and ensures quality customer service at all times.
• Maintains confidentiality of client information at all times.
• Identifies and escalates COMPLEX calls to the call center manager
• Ensures adherence to call center operating procedures and processes.
• Ensures that appropriate staffing levels are maintained for every shift in the call center.
• Ensures that all applicable systems and technologies/equipment are running and functioning appropriately up at all times.
• Assists the Call Centre Manager in induction and orientation of staff
• Investigates and collates incident reports on complaints received from clients or members in accordance with the complaints procedure.
• Collates and reports to the Call Centre Manager the departmental statistics as agreed at weekly medical department meetings.
• Performs any other duties as assigned to from time to time.

 

Competencies & Skills

• Excellent communication skills
• Good command of both English & Setswana
• Customer Focused
• Critical decision making
• Interpersonal sensitivity
• Planning and organizing
• Supervisory skills
• Customer Focus
• Self-motivated & Team Player
• Computer literate

Qualifications and Experience

• Degree/Diploma in Marketing, Public Relations, Business Management or related field.
• Customer Service Certificate will be an added advantage
• Minimum of 5 years call center experience with Team Leader responsibilities