At Digicall Group, we challenge ourselves to make it possible for everyone in our world to prosper, thrive and grow. Guided by our values of Bright, Agile and True, we take pride in who we are, were inspired by why were here, and we believe in what we do. We also enjoy a work environment that motivates, connects, guides, supports, protects, honours and stretches us all to dream big, to be excellent, and to contribute uniquely to our shared success.
Role Purpose
The Nightshift Supervisor is responsible for ensuring that the Assist night shift team consistently achieves the service level agreements. This is to be achieved by effective and consistent management of the team and schedule adherence.
If youre ready to belong to an open mindset work culture that promotes continuous learning and improvement, prioritises service excellence, values individuals, and celebrates the people who light up our world, apply now and show us how youll shine!
Qualifications
- Minimum: Grade 12 or equivalent NQF level 4
- Preferred: Call Centre qualification
- Advantageous: B Degree
- Minimum: 5 years roadside and home assistance experience.
- Advantageous: Team leader or Supervisory experience
General
- Open all applications necessary and report any and all system error/defects/problems to the supervisor prior to the shift start time.
- Ensure that you meet all deadlines set at all times.
- Ensure that the Quality Management recommendations are implemented.
- Maintain a minimum 85% and maximum 100% service level.
- Ensure that there is enough staff on duty and arrange more staff should there not be enough staff.
- Test all phones and systems to ensure it works properly before and after shift.
- Escalate any problems to management or the IT department to resolve.
- Attend meetings where necessary.
- Continuously monitoring that the appropriate assistance is being rendered timeously.
- Supervision of all staff by monitoring agent movement, activity and productivity on real-time-basis.
- Monitor staff productivity continuously and ensure that there is enough staff on the floor to deal with all the call volumes and managing staff breaks around the daily requirements of the call centre.
- Provide support to agents, product information and problem solving support when required.
- Ongoing performance evaluation of staff and monthly performance discussions with all staff to ensure that staff performs at minimum required level as set out by the Supervisor.
- Solving staff and client queries.
- Summarize all complaints and send to Complaints Agent to provide formal feedback to the client.
- Provide feedback to all clients who experienced issues on that day before the close of business and if a query has not been resolved, to ensure that it is handed to the shift swap Team Leader / Supervisor and that the client is made aware that the matter is still being addressed.
- Submit the daily call center performance report.
- Validate the clients record.
- Log all the relevant details accurately and complete all relevant CRM fields based on the clients request and information.
- Ensure continuity of service delivery by answering all incoming and internally transferred calls timeously and professionally.
- Effective and professional call attendance within required call duration service level criteria.
- Analyze the nature of assistance requested or further action required.
- Explain the benefits and limits applicable.
- Identify, implement and coordinate appropriate solutions.
- Summarize and collate case related communications in the case register.
- Immediately act upon any omissions or service failures identified during the course of the case management.
- Escalate unresolved complaints to the Supervisor or Manager without delay.
- Manage client expectations by communicating the workflow effectively.
- Ensure all claims are followed up and that the follow up queue is reflecting zero at 18h00.
- Update the client on the progress of the claim.
- Make detailed notes of any changes or amendments on claims on the notes of that claim.
- Tag all calls.
You will benefit from support and assistance that offers you choices and gives you peace of mind, including medical cover, provident fund, funeral cover, long service awards, and learnerships and bursaries.
Through our employee wellness and recognition programmes, we foster a workplace where every individual is supported, celebrated, and empowered to shine.
Job Category: Supervisor
Job Type: Full Time
Job Location: Johannesburg
