Service Delivery Supervisor: Customer Support Centre

Overview Our client is seeking a highly motivated and detail-oriented individual to join their team as a Service Delivery Supervisor in the Customer Support Centre. The ideal candidate will have a strong background in customer service, excellent organizational skills, and the ability to lead and motivate a team to deliver exceptional service to our customers. Responsibilities Supervise a team of customer service representatives, providing guidance, support, and training as needed. Monitor and evaluate team performance, ensuring that service levels and KPI's are met or exceeded. Handle escalated customer inquiries and provide timely and effective resolutions. Develop and implement processes and procedures to improve efficiency and service quality. Collaborate with other departments to ensure seamless coordination and communication. Conduct regular performance reviews and provide feedback and coaching to team members. Maintain accurate records and reports on team performance and customer feedback. Stay up to date on industry trends and best practices in customer service delivery. Requirements Relevant Diploma or Degree. 5-7 Years' experience managing a Call Centre and Remote Support Technicians. Excellent organizational and problem solving skills. Effective leadership and team management skills. Ability to improve systems and be innovative. Excellent process management skills. ERP and Freshdesk knowledge (Advantage).

Location: Mbombela, ZA

Posted Date: 3/14/2025