Call Centre and Admin Supervisor

A reputable transport and logistics company is seeking a skilled Call Centre and Admin Supervisor to join their team in Parow. The successful candidate will oversee call centre operations for disabled passenger transport services ensuring excellent customer service efficient reporting and compliance with contractual and regulatory requirements.

Duties and Responsibilities

• Direct motivate and supervise call centre staff ensuring schedules are adhered to and staff performance is monitored.
• Provide training coaching and disciplinary action in line with company policies.
  
• Maintain staff morale address grievances and promote effective communication within the team.
• Stand in for reporting and call centre duties during periods of short staffing.
• Oversee daily call centre operations to ensure smooth execution of passenger transport services.
• Monitor compliance with Department of Transportation regulations safety standards and contractual obligations.
• Conduct on-site inspections at client locations identify non-conformities and implement corrective measures.
• Maintain effective contingency plans and ensure thorough handovers during absences.
• Prepare and review reports including fare collection kilometre analysis no-show and cancellation tracking.
• Reconcile fares submitted by drivers to prevent discrepancies or misuse.
• Analyse operational data to identify risks inefficiencies and opportunities for improvement.
• Attend client briefings and meetings ensuring all discussions are accurately minuted and filed.
• Ensure quality customer care and service delivery at all times.
• Liaise with the City of Cape Town and Dial A Ride Forum to assess service satisfaction.
• Promote adherence to Quality Management System (QMS) standards across all operational activities.
• Maintain accurate records and documentation using mainframe software Excel Word and logistics/tracking systems.
• Understand and interpret operational SOPs financial statements and reporting requirements.
• Coordinate effectively with internal teams to align call centre logistics and administrative processes.

Minimum Requirements

• 4 years experience in passenger transport operations or a similar environment.

• Knowledge of transportation/logistics systems and vehicle dispatch procedures.

• Proficient in MS Word Excel PowerPoint Outlook and tracking systems (C-Track or similar).

• Strong analytical financial and reporting skills.

• Excellent people management communication and negotiation abilities.

• Tertiary qualification or diploma in a related field is preferred.

• Ability to pass a drug screen and criminal background check.

• Physical capability to navigate stairs and inclined vehicle surfaces.

Ready to lead a dynamic call centre team and ensure top-level service delivery in the transport industry

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Only shortlisted candidates will be contacted within 3 days. Otherwise well keep your details on file for future roles.

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