Pedros Flame Grilled Chicken Call Centre Supervisor Jobs in South Africa
Pedros Flame Grilled Chicken Call Centre Supervisor Jobs in South Africa
Duties and Responsibilities:
Oversee the day-to-day operations of the call centre, ensuring smooth functioning and adherence to standards
Monitor call queues, call volume, and service level targets to achieve performance goals
Handle escalated customer inquiries or complaints, ensuring prompt and satisfactory resolutions
Maintain a comprehensive understanding of Pedros Chicken products, services, and processes
Lead, motivate, and develop a team of call centre agents to deliver exceptional customer service
Provide coaching, feedback, and performance evaluations to enhance individual and team performance
Identify training needs and coordinate training programs to improve product knowledge and customer service skills
Foster a positive work environment that encourages teamwork, engagement, and continuous improvement
Ensure that all customer interactions meet or exceed Pedros Chicken's service standards
Monitor and evaluate calls to maintain quality assurance and adherence to established protocols
Implement quality control measures, provide feedback to agents, and conduct regular performance assessments
Collaborate with the Quality Assurance team to enhance customer experience and service delivery.
Track and analyze call centre metrics and KPIs, such as average handling time, customer satisfaction, and first-call resolution
Generate reports on team performance, call volume trends, and customer feedback for management review
Identify areas for improvement based on data analysis and recommend strategies to optimize call centre efficiency and effectiveness
Continuously evaluate call centre processes and workflows to identify opportunities for improvement
Collaborate with cross-functional teams to enhance processes, systems, and knowledge bases
Implement process enhancements, automation, and self-service options to streamline operations and improve customer experience
Ensure compliance with company policies, procedures,
and industry regulations
Build and maintain positive relationships with internal stakeholders, including restaurant managers and regional teams
Collaborate with other departments, such as Marketing or Operations, to resolve customer issues and improve processes
Liaise with external partners or vendors as needed for call centre support or system maintenance
Requirements:
Matric or equivalent
At least 2 years previous experience in a call centre or customer service environment is required - Supervisory or team lead experience is preferred
Excellent verbal and written communication skills in English
Strong leadership abilities and proven experience in team management
Proficiency in call centre software and CRM systems
Strong problem-solving skills and ability to handle escalated customer inquiries or complaints.
Analytical mindset with the ability to analyze data, generate reports, and make data-driven decisions
Strong organizational and time management skills to handle high call volumes and meet service level targets
Knowledge of the fast-food industry, preferably in a similar chain restaurant environment, is desirable
How to Apply
For more information and job application details, see; Pedros Flame Grilled Chicken Call Centre Supervisor Jobs in South Africa
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