Supervisor

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, we’re inspired by why we’re here, and we believe in what we do. We also enjoy a work environment that motivates, connects, guides, supports, protects, honors and stretches us all to dream big, to be excellent, and to contribute uniquely to our shared success.

ROLE SUMMARY

The Supervisor is required to oversee the call centre operations and manage the day-to-day activities, ensuring sustained and profitable growth throughout the contractual lifecycle. The Supervisor will be responsible for leading a team of Customer Service Agents, ensuring they meet performance targets and identifying areas for improvement to enhance operational efficiencies. The incumbent will also coordinate customer engagement strategies, optimize systems and processes, and drive service excellence.

They will be held accountable for all service level criteria and must ensure smooth and effective operations. Additionally, they are responsible for ongoing optimization of staff performance, workflows, workforce planning, and employee engagement.

If you’re ready to belong to an “open mindset” work culture that promotes continuous learning and improvement, prioritizes service excellence, values individuals, and celebrates the people who light up our world, apply now and show us how you’ll shine!

QUALIFICATIONS

• Minimum: Grade 12 or equivalent (NQF Level 4)
• Preferred:
  • Qualification in Banking or Finance
  • RE5 certificate
  • FAIS qualifications and credits

  SKILLS & KNOWLEDGE

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)
• Exceptional written and verbal communication skills (English).
• Strong knowledge of call centre operations, financial acumen and understanding of banking products.
• Regulatory compliance knowledge

EXPERIENCE

• Minimum of 5 years’ experience in Banking or Financial services, with at least 2 years in a Supervisory role.
• Minimum of 3 years’ experience with Banking systems.

RESPONSIBILITIES

   Operational

• Maintain a minimum of 90% and maximum of 100% service level.
• Ensure there is sufficient staff on duty and arrange additional staff if required.
• Test all phones and systems to ensure it works properly before and after shifts.
• Escalate any technical problems to Management or the IT Department to resolve.
• Attend meetings when necessary.
• Monitor to ensure appropriate assistance is continuously and timeously being rendered to customers.
• Supervise all staff by monitoring agent movement, activity and productivity on real-time-basis.
• Monitor staff productivity continuously and ensure that there is sufficient staff on the floor to deal with call volumes.
• Manage staff breaks around the daily requirements of the call centre.
• Provide support to agents, including product information and problem-solving support when required.
• Conduct ongoing performance evaluation of staff and monthly performance discussions to ensure that all staff perform at minimum required level as determined by the Supervisor.
• Solve staff and client queries.
• Summarize all complaints and send it to the 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. If a query has not been resolved, ensure that it is handed to the shift swap Team Leader/ Supervisor and inform the client that the matter is still being addressed.
• Submit the daily call center performance report.
• Ensure adherence to disciplinary processes and take action as necessary.
• Maintain compliance with company and client policies, ensuring an efficient outsourcing service.

Digicall offers a range of core and value-added benefits to equip and empower you to live your best life.

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.