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SOUTH AFRICAN POST OFFICE (SAPO)
 
INTERNAL/EXTERNAL
 
Job Title
SUPERVISOR (C4) (1X Position): Inbound Call Centre POSTBANK: BLOEMFONTEIN
 
Reports to
THE MANAGER: INBOUND CALL CENTRE
 
 
Summation
Responsible for the supervision of the Call Centre and ensure to render a sound service to all Postbank customers continuously, identifying, analysing and recommend initiatives to solve problems within the context of streamlining Postbank products and services

Key Responsibilities
Operational Management for Customer Services
• Keep abreast of technology for advancement of the Customer Service Centre
• Develop a strong understanding of business knowledge for the betterment of the Centre
• Analyse statistics and report feedback to Call Centre Manager
• Recommend and execute work schedule and leave rosters
• Design and approve all written correspondence before execution to customers.
• Identifying and analysing client related trends and recommend initiatives
• Streamlining activities of Call Centre
• Meeting and maintaining service level agreements.

 
Supervision
• Set objectives in terms of customer service in line with the business plan
• Equip staff with technology, training and information
• Develop information and act as a mediator with labour related issues
• Monitor staff performance results against set targets and performance management system
• Assist staff with queries which are too complex for them to deal with
 
Administration
• Submit operational reports daily, monthly and weekly for Management
• Assist with general administration of Call Centre
 
Training
• Identify individual training for staff
• Conduct formal and informal training programmes
• Visit external Call Centres for benchmarking purposes
 
Management Support
 
 
MINIMUM REQUIREMENTS
• Diploma in Management/Customer Service/ Call Centre Operations/Banking on NQF Level 6
• Good PC Skills – Good knowledge of MS Office
 
 
EXPERIENCE
• 3 Years’ experience in a Financial Service environment. 5 Years Contact Centre/Customer Service experience.
• Team Leader/Supervisory/ Management experience. Banking experience advantage.
 
SKILLS AND ATTRIBUTES
• Good communication skills (verbal and writing) 
• Planning and Organising and Execution Skills 
• Report Writing Skills 
• Analytical Skills 
• Problem solving Skills 
• Telephone Skills 
• Interpersonal Skills 
• Time Management Skills Project 
• People Management Skills 
• Stress Management
• Persuasive
• Judgement.
• Trust
• Leadership and Motivational Skills
• Numerical Skill
• Basic Financial Skill
• Management Skills
• Ability to make sound decisions
 
OTHER
The candidates will undergo an Integrity Assessment
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Contacts
Postbank is committed to the achievement and maintenance of diversity and equity in employment, especially with regard to race, gender and disability.
 
PLEASE ATTACH CERTIFIED COPIES OF YOUR QUALIFICATIONS AND ID TO YOUR CV.
 
Send your CV to: HR Business Partner: Postbank (SOC)
Attention: Rufus Morgan
Private Bag X 20609
BLOEMFONTEIN 9300
 
Email: recruitmentpbbfn@Postbank.co.za
 
Closing Date: 28 April 2020
 
Position Numbers: 60062916 
 
Cost Centre: 00051103
 
Correspondence will be limited to short-listed candidates only. If you do not hear from Postbank (SOC) or its Agents within 3 months of this advertisement, please accept that your application has been unsuccessful. Postbank (SOC) limited reserves the right not to fill this position or to re-advertise the position at any time.