Central Processing Supervisor

Purpose of Job

Jobholders at this level are responsible for leading work activities and working autonomously with minor direction towards predetermined long-term objectives.

Jobholders oversee the implementation of operational plans and the provision of significant improvements to set policies, procedures, standards and reports.

Their main operational roles include overseeing CRM tickets received from internal and external stakeholders, ensure proper resolution while providing support and guidance as needed, and addressing complex complaints and concerns adequately in line with applicable policies, procedures, quality standards, rules and regulations.

Job Responsibilites

• Oversee CRM tickets received from internal stakeholders (call center, social media channel, branches, etc.) and assign tickets to relevant team members whilst ensuring adherence to policies, rules, regulations, and SLA timelines
• Assist in the ongoing review of complaint policies, procedures, forms, etc. and provide recommendations to enhance service delivery
• Record and categorize system incidents and interruptions to identify operational deficiencies and recommend improvements
• Follow all relevant policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner
• Support junior staff or direct reports in order to execute their duties according to set policies and processes
  
  
  

Job Details

Communication and Contacs

Eductaion

Bachelor’s degree in Business Administration or equivalent is required

Master’s degree in Business Administration Sales, Marketing or equivalent is preferred

Experience

A minimum of 5 years of relevant experience

Competencies

Communication - Developing

Customs Services Management - Proficient

Professionalism - Proficient

Customer Relationship Management - Proficient

Coordination and Follow Up - Advanced

Complaints Management - Advanced

Results Oriented - Proficient

Quality Management - Developing

Customer Focus - Proficient

Change Enabler - Developing