Call Center Supervisor – MRI Botswana Limited

Call Centre, Call Center
Gaborone
October 8, 2022
Contract Full Time

Job Description

MRI Botswana Limited is a citizen-owned private company providing a variety of services including emergency medical assistance and pre-hospital care, emergency medical training, and contact centre solutions. Integrated primary healthcare services, and pharmaceutical services. The company is looking for suitably qualified, experienced, self-driven and dynamic professionals for the following vacant position tenable in Gaborone.

CALL CENTRE SUPERVISOR

Main Purpose of the Job

Reporting to the Call Centre Manager, the Call Centre Supervisor will be responsible for training and motivating Call Centre Agents and Team Leaders In the operational activities of the centre l.e. answering questions, handling complaints and providing support to the clients. The supervisor monitors Agent’s progress and coaches them to cultivate the knowledge and skills that enables them to provide excellent service to customers.

Key Performance Areas

  • Monitoring efficient logging and resolution of customer calls.
  • Encouraging and ensuring timeous feedback to clients and service providers.
  • Drawing daily, weekly, and monthly activity reports.
  • Promoting and ensuring quality customer service at all times.
  • Maintaining confidentiality of client information at all times.
  • Identifying and escalating complex calls to the Call Centre manager.
  • Ensuring adherence to call centre operating procedures and processes.
  • Ensuring that appropriate staffing levels are maintained for every shift in the call centre.
  • Ensuring that all applicable systems and technologies or equipment are running and functioning appropriately at all times.
  • Assisting the Call Centre Manager with induction and orientation of staff.
  • Investigating and collating incident reports on complaints received from clients or members in accordance with the complaint procedure.
  • Collating and reporting depanmental statistics as agreed at weekly department meetings and to the Call Centre Manager.
  • Performing any other duties as assigned from time to time.

Qualifications and Relevant Experience

  • BGCSE or equivalent
  • Business Qualification at Certificate or Diploma Level
  • Customer service certificate will be an added advantage
  • Experience in a customer service and business development
  • Call Centre Orientation Program
  • Introduction to Evolution Application System
  • Telephone skills for customer service excellence
  • Minimum of 3 years’ experience in call centre environment
  • In-depth understanding of Business environment product services, and quality assurance.

Key Competencies & Skills

  • Excellent communication skills
  • Good command of both English and Setswana
  • Customer Service skills
  • Critical decision-making skills
  • Interpersonal sensitivity
  • Planning and organizing
  • Supervisory skills
  • Self-motivated and Team player
  • Computer literate

Only applications inclusive of a cover letter, resume and certified certificates will be accepted via the following email address:

ATT: Head of Human Resources Email: [email protected]
Closing Date: 12 October 2022. Note that only shortlisted candidates will be responded to.

Location

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