This job posting is for a Supervisor at the DQ Call Centre in Mount Edgecombe, KZN. The key responsibilities of the role include operational planning for the call centre to meet targets, recruiting and managing a team of call agents, ensuring high quality customer service, and reporting on key performance indicators. The supervisor will be responsible for coaching agents, monitoring performance, and developing the team to handle customer queries effectively. Maintaining systems and resolving any issues that impact service quality or customer satisfaction are also important aspects of the role.

1. Job Title Supervisor: DQ
Location KZN Mount Edgecombe
Organization Name
CO - DQ
Detailed Description
Key Performance Areas:
Task Complexity: Indicates those KPA’s that are essential to the position
itself. These are normally specific to the incumbent, the job, and the
Function. Excludes role and leadership / management.
Operational Planning
Provide input into the evaluation and forecast of DQ Call Centre
demand and plan activities and resources accordingly to meet
targets and defined outcomes
Coordinate teamwork and ensure that team understand and are
able to achievement objectives
Put effective methods and standards in place to ensure delivery of
results and attainment of benchmarks
Call Centre Operations
Carry out effective and appropriate recruitment and induction of
DQ Call Centre frontline staff
Motivate staff to attain benchmarks, monitoring performance
appropriately
Measure and ensure First Call Resolution
Resolve escalated calls (or escalate further as appropriate)
Manage resources in line with Resource Planning Function
Promote a service orientated work environment conducive to the
provision of exception customer contact and customer service
experiences
Implement innovative customer service solutions in line with DQ
Call Centre and Customer Operations objectives, requirements
and guidelines
Ensure the maintenance of equipment/infrastructure within the
DQ Call Centre

2. Reporting
Identify and prepare relevant information and data for
monthly and weekly management reports
Customer Satisfaction
Assist in identifying trends / patterns pertaining to customer
requests and needs to continually improve all aspects of service
delivery
Ensure all customer queries are attended to and resolved within
targets, objectives and SLA’s
Considers the implications of actions to be taken for the customer
/ the effect of actions on the customer
Provide team with advice on the best approach customer-related
situations to reach the best results
Ensure the delivery of first time right service excellence
Quality Management
Establish and maintain quality standards that will enhance the
customer experience and cost efficiency
Provide input into the establishment of systems and sound
practices that comply with best practices, legislation and/or
regulations
Ensure that work is carried out consistently according to standard
operating procedures / PPP’s
Understand and communicate the consequences of not
maintaining quality focus
Identify processes and procedures where the quality of work may
be improved
Analyse situations and take necessary action to ensure quality is
maintained
Seek feedback from clients/ stakeholders and continuously seeks
ways of improving on quality and customer service standards
Supervisory / Leadership / Managerial Complexity:
Recruit and manage DQ Call Centre Agents in their team through

3. coaching, one-on-one discussion and team meetings
Ensure development of team in line with QA and service levels
standards
Continually assess the technical competence of the team and take
steps to develop their knowledge and skill, recommending
training and development interventions and follow through to
resolution
Coach staff on company policies and procedures, calls handling
and systems training
Monitor call centre agents individually and as a team
Ensure conflict resolution and disciplinary action
Ensure staff retention and motivation
Set parameters within which direct reports will operate
Equip people with the necessary skills and tools to enable them to
perform effectively
Identify, accumulate and analyse statistics that reflect on the
team’s performance
Assess and manage people performance, actively managing non-performance
appropriately
Recognise the strengths of individuals and make use of these to
achieve goals
Enforce a customer-centric approach
Develop supportive relationships with the team and encourage a
team spirit
Communicate actively and effectively resolving any potential
conflicts that may arise, and sharing and providing relevant
information
Live the MTN Brand – change and influence employees
behaviour
Role Complexity: Does not refer to the various "roles" that the
incumbent has to assume in the conducting of the duties. Example HR
Managers having to manage an IT function.

4. Lateral Dimensions:
Creativities (improvement/innovation inherent)
Improve on knowledge of latest industry technology and market trends
Pilot new initiatives
Suggest concrete ways to improve productivity and improve resource
utilisation
Strive to automate processes and procedures wherever possible
Communicate research results and recommendations to the relevant areas of
the business to build a competitive advantage
Encourage continuous service improvement
Implement cost-saving activities
Encourage continuous service improvement
Vulnerabilities (control span)
Reliance on the stability and availability of systems
System unavailability
Telkom failures
Late Telkom database listings
Absenteeism and compulsory training
Launch of new products without due time to train and advise
Telephony and network failures
Dependence on workforce planning for volume forecasts
Quality management – First Call Resolution
Data integrity
Evolution of technology
Inappropriate processes resulting in delayed service to clients
Poor customer service will impact negatively on revenue
Collaboration:
Responsibility towards:

5. Direct reports: 90 (DQ Call Centre Agents) with 11 – 15 direct reports
Matrix reports: none
Key customers: Internal and external customers
Key suppliers: Telkom, Marketing and Sales / Billing Ops / IS / Network Group,
Shared Services/ QA / WFM / Management
Relations, etc.: other contact centres, marketing research companies
Discretionary Space:
Independent thought and Judgment: Relates to the decision-making constraints place
upon a position or conversely, the degree of freedom in decision-making.
Able to make judgement calls surrounding MTN customer policy within the agreed
financial guidelines
Resolution of queries / problems (within parameters set by company policy)
Authorise credits within policy guidelines
Action the above in line with achieving set strategic objectives (e.g. Low Cost Operator
etc)
Load products and services on the system within policy
Change schedules as requested by Business
Apply required competencies or skills to manage customer complaints and queries
Take corrective steps to address Quality Assurance
Compliance to PPP’s
Unbar barred customers
Contingency planning
Dissemination of information
Resource allocation
Team motivation
Authorities:As per delegation of authority