Customer Care Supervisor - Outbound

To oversee and lead the Customer Care team, ensuring high-quality service delivery, operational efficiency, and the achievement of all targets. The role focuses on team development, quality control, and maintaining professional communication standards to support the company’s auction and vehicle sales platform.

1.Team Training & Development

• Agent Training: Ensure all agents are trained to an excellent quality, measured by call standards and administration. Ensure no one trains others on a skill until their own knowledge and skill have been formally approved first.
• Program Compliance: Appraise the team (permanent and learners) monthly and quarterly. Ensure all learners comply with specific programs (e.g., YES Program, Employed Workers, B4i)

2.Operational Control

• Motivation: Motivate the team through consistent team meetings and operational talks to get maximum results
• Quality Control & Gaps: Identify operational gaps and resolve them in collaboration with the Head of Marketing.
• Resource Allocation: Balance duties across the team using staff resourcing and temporary assignments.

• Leave & Discipline: Manage direct-line report leave via PaySpace, and monitor, correct, and control team discipline (including taking formal disciplinary action)

3.Team Targets & SLAs (Service Level Agreements)

• Inbound Calls: Ensure the team answers inbound calls within 30 seconds (tracked via Inbound Call Report Stats)
• Outbound Calls: Monitor the volume and quality of outbound calls using the Power BI Outbound Analysis Customer Care Report.
• Quality of Calls: Monitor the team's information delivery to customers and drive First Call Resolution (FCR).
• Record Keeping: Maintain precise logs of customer interactions, transactions, comments, and complaints across Auction Admin, GoBid Ops, Emails, and WhatsApp.
• Time & Escalation Management: Ensure the team manages time efficiently without losing quality, handles customer complaints within deadlines, and escalates high-priority issues (like Lawyers' Letters or SAPS queries) immediately to management.
• SOP & Tool Adherence: Comply with defined SOP procedures and ensure the correct use of work tools (headsets, emails, and systems including Respond.io).
• Emergency Reporting: Immediately report any incident or event that threatens the security of personnel, clients, or the company to your direct superior or management team.

4. Team Operational Deliverables (Daily Oversight

• BEX Management: Ensure immediate (same-day) dispatch of registration papers using the BEX SOP, manage stock numbers in the references for all packages, escalate for approval of packages over 2kg, handle all queries, and verify registration papers are signed for (When the team receives papers, and when we handover for proper control)
• Unpaid Sales Orders: Ensure the team completes daily call sheets and logs detailed comments for every "Sellable" with regards to when GoBid can expect payment (manage customer expectations over 48 hours), and KYC requirements communicated with customers. When we cannot reach a customer, ensure the Sales Order is resent. Ensure sales cancellations are loaded for all sales over 3 days and include detailed reasons and that appropriate system penalties are loaded for non-VIP clients with a balance.
• New Sign-Ups: Ensure the team completes daily call sheets for the previous day's registrations, calls customers to help them complete profiles, assists with KYC, and load subscriptions.
• Sold Not Collected: Ensure daily follow up with clients who have not collected vehicles from day 7 to day 21.
• Branch Visitors: Ensure the team makes monthly follow-up calls to all individuals on the Branch Visitors list and assist with any queries or information needed.
• KYC Request Reviews: Process and complete individual KYC Review Requests daily, prioritizing un-invoiced sellable first, and keeping strictly in line with KYC training and the RMCP.

5.Own Responsibilities & Direct Execution

• KYC Request Reviews: Personally create Individual KYC Review Requests daily by reviewing the Uninvoiced Sellables List. These must be done every 2 hours starting at 7:30 AM.
• Interdepartmental Assistance:  Ensure strong relationships within Customer Care, and other GoBid Departments

 6. Customer Service & Communication Standards (Shared & Personal)

• Soft Skills: Always show active listening/reading, kindness, empathy, enthusiasm, and patience in every customer contact.
• High Standards: Maintain a high standard of tone, friendliness, and efficiency when giving information.
• Omnichannel Prioritization: Prioritize and process incoming customer requests across all channels (telephone, email, live chat, or instant message).
• Empowered Resolution: Strive for first-contact resolution and use assertive escalation when a sense of urgency is required.

 7. Personal Compliance & Security

• Data Confidentiality: Strictly comply with company security and confidentiality policies. Never give out company, insurance, sales, or buyer information (including internal banking details). All staff matters including discipline, performance reviews, salaries, bonuses etc are strictly confidential. 

8.Personal Discipline & Professional Conduct

• Lead by Example: Maintain high self-discipline while working at GoBid. Ensure a clean record with no warnings issued, no late comings, no extended lunches, high reliability, no absenteeism, and zero involvement in team politics. Maintain a positive attitude.
• Self-Motivation: Take personal ownership of on-the-job skills development and self-motivation.

• Leadership: Ability to mentor agents and find realistic, practical solutions to operational problems.
• Analytical Thinking: Ability to identify performance gaps through quality control and data analysis. Use reports to monitor agent performance and key performance areas.
• Time Management: Proven ability to meet strict deadlines and handle high call volumes (inbound and outbound).
• Decisiveness: Capable of meeting problems head-on and making quick, effective decisions.
• Matric/ Equivalent
• 2- 3 years team leader/ supervisor experience in customer care/services