We are looking for an experienced and proactive Contact Centre Supervisor to lead and inspire our customer care team. This full-time role requires a balance of operational management, team leadership, process improvement, and a strong focus on delivering exceptional customer experiences in a dynamic environment.

Key Responsibilities:

Daily Operations & Team Leadership:

• Organize daily tasks and allocate resources based on business priorities and SLAs.

• Manage breaks, training schedules, and ensure daily targets are met.

• Lead by example—handle escalated calls, aiming for first-contact resolution.

• Provide daily coaching, feedback, and motivation to the team.

• Conduct call monitoring and quality assessments, offering constructive feedback and action plans.

• Oversee scheduling, capacity planning, and end-of-shift reporting.

Customer Care & Service Excellence:

• Maintain and monitor all customer interaction channels (calls, emails, live chat, etc.).

• Ensure all customer interactions are logged accurately in CRM systems.

• Track key customer experience metrics, identify performance gaps, and implement improvements.

• Develop and deliver onboarding, refresher, and upskilling training aligned with service standards.

Operations & Process Improvement:

• Suggest and help implement certifications (e.g., ISO, COPC) and process optimization tools (e.g., Six Sigma).

• Collaborate with system owners and developers to enhance CRM usability and operational efficiency.

• Prepare business cases for process or technology improvements and manage related projects.

• Monitor and ensure compliance with policies, procedures, and regulatory standards.

• Lead operational responses during incidents or service disruptions, ensuring timely updates and service continuity.

Performance & People Management:

• Coach and mentor direct reports; conduct objective setting and performance reviews.

• Foster a results-oriented, positive work culture that encourages feedback and innovation.

• Oversee recognition and compensation programs to reward high performance.

• Support business growth by contributing to strategy development, lead generation, and tactical planning.

Requirements:

• Diploma or university degree (or equivalent experience).

• Minimum of 5 years’ managerial experience in a Contact Centre within the service industry.

• Proven experience leading teams through transformation and change.

• Strong understanding of Contact Centre technologies and telephony systems.

• Digitally savvy with working knowledge of CRM systems and digital solutions.

• Proficient in MS Word, Excel, PowerPoint, Outlook, and Windows OS.

• Strong analytical, problem-solving, and communication skills.

About the Company:

We are the region’s leading provider of innovative motorist support solutions, dedicated to enhancing the vehicle ownership experience. Our customer-centric services build strong relationships between consumers and brands.