Job Description

Value Vacancies – Call Centre Supervisor

Call Centre Supervisor – Purpose of the Role

The Call Centre Supervisor is responsible for leading and managing call centre sales and operational activities to ensure optimal agent performance and achievement of business objectives. This role focuses on strategic call planning, driving sales performance, and building strong relationships with internal stakeholders and external clients to enhance efficiency and customer satisfaction.

Key Responsibilities

Operational Management

• Oversee and manage the daily operations of the Call Centre
• Supervise, coach, and support call centre agents to meet and exceed sales and service targets
• Develop and implement effective sales strategies to drive revenue growth
• Plan and manage call schedules to optimise order placement and delivery routing
• Monitor performance metrics and ensure compliance with KPIs and SLAs
• Conduct training, coaching, and development initiatives to improve agent capability and performance
• Build and maintain strong working relationships with internal departments and external clients
• Ensure consistent delivery of high-quality customer service and customer satisfaction
• Analyse call centre data and reports to identify performance gaps and improvement opportunities
• Collaborate with cross-functional teams to enhance processes and the overall customer experience

Minimum Requirements

• Grade 12 (Matric)
• Minimum of 2 years’ experience in a telesales or call centre environment

Skills and Competencies

• Professionalism and excellent telephone etiquette
• Strong listening and comprehension skills
• Effective conflict management and resolution ability
• Excellent time management and prioritisation skills
• Proficiency in Microsoft Office, typing, and system navigation
• Strong administrative and organisational skills
• Ability to build and maintain strong relationships
• Capability to understand, interpret, and act on performance reports
• Proven leadership and team management skills
• Excellent communication and interpersonal skills
• Ability to perform effectively under pressure

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