CLIENT SERVICES SUPERVISOR – BRAAMFONTEIN

Job Purpose: 

The position of a Client Services Supervisor is required for the National Bargaining Council for the Private Security Sector (“NBCPSS”), and the purpose of the role is to co-ordinate and oversee the functions of the client services department, with the aim of resolving enquiries directed to the NBCPSS efficiently and effectively. The role will also oversee the registration and early resolution of complaints process.

Requirements

• Minimum of an appropriate Grade 12 certificate and/or equivalent.
• Post Matric Qualification in Client/Customer Services Management, Call Centre Management, or relevant equivalent.
• 2 – 3 years’ experience as a Supervisor in Call Centre/ Client or Customer Services environment.
• Experience working within a Call Centre environment being advantageous.

Duties and Responsibilities

• Coordinate and oversee the functions of the client services team, with the aim of ensuring all enquiries directed to the NBCPSS are resolved efficiently and effectively.
• Manage the process of receiving and capturing of complaints, resolve problems, and manage elevated calls and e-mails from clients and provide updates on the resolution thereof.
• Plan, prepare, identify, and monitor the staffing requirements of the section, to make recommendations to Management.
• Assign tasks, follow up and gives instructions as necessary to client services team.
• Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills.
• Develop, communicate, and monitor the schedule for call centre agents’ duties.
• Ensure that call centre technology, processes and systems are in line with best practices.
• Monitor and review call centre agents call for quality assurance and accuracy.
• Build and Maintain relationships with other departments to ensure that queries and complaints are resolved.
• Provide recommendations to enhance current client service processes to improve efficiency.
• Drive and motivate the client service team to achieve targets and KPIs.
• Manage and monitor the Performance review process of the team.
• Maintain statistics on hand and prepare monthly reports.
• Manage and monitor budget and expenditure.
• Identify risks and risks mitigating actions.

Knowledge & Expertise

• Extensive customer service and service delivery practices
• Knowledge of labour law legislation
• Knowledge of Collective Bargaining
• Knowledge of Bargaining Council Agreements
• CCMA/Dispute Resolution expertise
• Knowledge of utilisation of MS Office

Competencies

• Self-starter with ambition, adaptability, and resilience
• Good communication skills – both verbal and written
• High levels of competence in problem solving
• Planning and organising competencies
• Customer Service
• Deadline driven

Remuneration Grade: Market related

Applications: 

To apply, follow one of the following two options. 

• Click Apply for this Position Below; OR;
• Email a fully completed and signed NBCPSS Job Application Form and a comprehensive CV to recruitment@nbcpss.org.za. On the subject line of the email kindly write ‘Application – Client Services Supervisor.

Should you not hear from us 60 days after the closing date, please consider your application unsuccessful.

At the NBCPSS we believe in creating and cultivating a positive, energised working environment that gives you every opportunity to achieve success. We are committed to transformation and embracing diversity.