CALL CENTRE SUPERVISOR

We are seeking a dynamic and experienced Call Centre Supervisor to lead our team. The ideal candidate will oversee daily operations, drive performance, and ensure exceptional customer service delivery. Strong leadership, communication, and problem-solving skills are essential.

Job Function

 The Call Centre Supervisor is responsible for guiding and developing Call Centre operators. Effectively manage the daily operations to ensure that the customer ordering experience via the phone channel is at optimum levels, ensuring operators are maintaining standard operating procedures when interacting with customers on the phone, technical troubleshooting and increasing restaurant sales by ensuring consistent upselling. All activities must conform to the established guidelines and standards and must be in accordance with health and safety standards

 Duties and Responsibilities

1. Directly supervise and guide Team Members to facilitate optimum productivity levels by using the Management Shift Checklist daily.

2. Coordinate the daily activities of the call centre in line with the Management Shift Checklist to ensure that: -

• Ensuring operators follow established shift guidelines.
• Generating Shift Reports
• Optimizing Call Flow
• Troubleshooting Technical Issues
• Employee Performance Management
• Reporting Technical Issues
• Performing Daily Call Quality Audits
• Driving increased sales
• Managing Operator KPIs
• Performing continuous team building sessions
• Preparing Weekly Payroll & Performance Bonuses
• Creating Annual Operations Plans
• Strategizing ways to continuously improve call in order experience. 
• Maintain optimum workflows to ensure each function/tasks flow effectively into each other without delay.
• General Sanitation procedures are followed according to established housekeeping standards that must be completed throughout the day as needed, to ensure a clean call centre.
• Prepare Cleaning Roster for Staff to maintain standards of cleanliness according to established guidelines.
• Complete staff roster when required, adjust based on daily absences to ensure the smooth flow of the business operations. Update Manager of any changes to roster.
• Provide routine training as required by developing a training plan and submitting weekly written reviews on new operators.
• Perform administrative functions (such as attendance book, disciplinary forms, payroll, weekly reports) and any other assigned admin function in a timely manner.
• Identify high demand area based on call volumes, or restaurant demands. Provide support to ensure service delivery remains uninterrupted and staff workload is managed effectively. To optimize customer experience.
• Build successful relationships with customers and monitor customer service and respond                  to customer complaints tactfully and professionally.
• Investigate customer complaints to determine the root cause of the complaint.
• Conduct stock taking for stationery, cleaning supplies and computer hardware.

3.         Perform duties of the Call Centre Operator as required.

4.         Adhere and enforce all health and safety guidelines, Accident/Incident Reporting

5.         Adhere to and enforce standard operational policies and procedures.

6.         Adhere to and enforce human resource policies and procedures.

7.         Assist in the performance management process by providing timely feedback on staff to the manager. Evaluate                staff performance and provide feedback.

8.         Ability to perform all duties relating to the position of Call Centre Operator & Online Support

9.         Perform any other assigned duties related to the effective management of the call centre.

Experience and Qualifications

• Five years’ supervisory experience, preferably in the restaurant or hospitality industry.
• Five (5) CXC passes including Mathematics and English.
• Certificate in Supervisory Management.
• Certificate in Customer Service or Hospitality training will be an asset.
• Proficient with Microsoft Office (Word, Excel

Applications should be addressed to:

Human Resources Manager- Mario’s Pizzeria Limited

Lp#80 El Socorro Extension Road, El Socorro

UNSUITABLE APPLICATIONS WILL NOT BE ACKNOWLEDGED