Job Description

Fidelity Vacancies – Level 1 Customer Service Supervisor

Level 1 Customer Service Supervisor

About the Role:
Fidelity Vacancies is seeking a proactive Level 1 Customer Service Supervisor to manage and lead a Level 1 inbound team within the Customer Contact Centre (CCC). The role focuses on ensuring superior client service, effective communication, team performance, and administrative excellence across all contact channels.

Key Responsibilities:

• Manage daily operations of the Level 1 inbound team to achieve company objectives
• Monitor and manage incoming call volumes, workloads, queues, call-backs, abandonment rates, and staff adherence
• Ensure full staffing, proper resource allocation, and accurate attendance records
• Oversee absenteeism, vacancy rates, staff turnover, and overall team performance
• Ensure team members are logged in, adhere to schedules, and deliver quality solutions across all communication channels (calls, email, website chats, WhatsApp, CRM chats)
• Maintain detailed records of all customer interactions and ensure timely resolution of client issues and complaints
• Follow escalation procedures and handle client complaints requiring supervisor/manager intervention
• Train, coach, and mentor staff, including one-on-one sessions and continuous development programs
• Enforce discipline, uphold house rules, and foster a culture of accountability and respectful communication
• Recognize and reward exceptional performance and contributions
• Participate in recruitment, interviewing, and onboarding of new staff
• Support implementation of new products and services through the team
• Achieve QA (Quality Assurance) KPIs and SLA targets
• Ensure staff stay updated on knowledge base changes, procedures, and business objectives
• Complete all reporting requirements (daily, weekly, monthly) and participate in meetings as required
• Undertake ad-hoc responsibilities, including revenue-generating initiatives, aligned with business priorities

Qualifications & Experience:

• Grade 12/Matric or equivalent qualification
• Customer service supervisory experience, preferably in a call centre environment
• Computer literate (MS Office Suite, Word, Excel, Outlook, PowerPoint)
• Tertiary qualifications advantageous
• Code 08 driver’s license

Behavioural Competencies:

• Ethical practice and professionalism
• Leadership and team management skills
• Business acumen and relationship management
• Critical thinking and decision-making
• Advanced communication and consultation skills
• Analytical, numerate, and administratively proficient
• Change management and adaptability
• Driven, passionate, and customer-focused

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