Contact Centre Supervisor

Website Fidelity Services Group

Job Description:

Manage the day to day planning, operation and problem-solving of a team of agents in order to meet with the required service level components, standards and Call Centre targets.

Job Responsibilities:

  • Manage the delivery of team service level expectations, quality and productivity targets and indicators
  • Action and update the customer requests on Listener
  • Team Management
  • Respond and resolve written and web correspondence received from customers
  • People management, including all HR related issues as well as staff development
  • Responsible for taking ownership fro escalated queries, ensuring resolution and follow up with customers
  • Answer inbound calls and assist customers with their inquiries

Job Requirements:

  • Matric or relevant qualification
  • Customer Service experience in a Call Centre environment
  • Experience in people management / supervisory role

Job Details:

Company: Fidelity Services Group

Vacancy Type: Full Time

Job Location: Midrand, Gauteng, South Africa

Application Deadline: N/A

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