Tracker requires the services of a Supervisor in the Installation Support department situated at the Tracker head office based in Johannesburg. The Supervisor is responsible for managing staff, handling customer escalations, identifying opportunities, and setting targets. This role will directly manage the agents - departmental KPIs and ensure proper training, application of offers, and customer management is done. Communication and feedback to sales and other parts of the organization is an essential part of the role to ensure we have a feedback loop that enhances the overall customer experience and strategic objectives.
- Marketing of Tracker products and services to both existing and prospective clients
- Ensure that telephonic requests received within the department are handled efficiently and that company requirements of AB rate & Service Levels are maintained
- Ensure that email requests (VAX) received within the Division are handled efficiently and service level agreements are maintained
- Manages all customer activities and the daily running of the department
- Increases customer satisfaction via process improvement initiatives
- Listening to calls to improve quality and minimize errors and track agent performance
- Reviewing the performance of staff and identifying training and development needs
- Collation and discussion of KPAs and implementation of Performance Improvement Plans / Performance Development Plans where applicable
- Ensuring that the necessary disciplinary action is taken in accordance with the Company's code of conduct
- Recording stats, analyzing trends and performance levels of the call center in relation to the strategic objectives and sales targets and preparing reports on a daily / weekly and monthly basis
- Handling complex customer complaints
- Coaching, training, motivating, and retaining staff
- Manage department resources as required to support customer demands and needs
- Be able to establish, build, and maintain relationships with all Internal Departments and Management – up to executive level & external customer interaction
- Management of campaigns and projects that are allocated
- Assist with any other tasks or duties assigned by the Manager
- Managing the department weekly and monthly reports
- Have advanced excel skills to perform the abovementioned reports and develop and track new reports
- Strong leadership skills to manage staff, lead, and guide staff to reach monthly department targets
- NQF level 5 or higher qualification
- Minimum 3 years Call Centre supervisory/leadership experience
- Proficient skills in Microsoft Word and Excel
- Excellent written and verbal skills
- Previous experience in managing or working in a customer service environment would be advantageous
- Familiarity with Industrial Relations, Customer Relations, and general management will be advantageous
- High Execution capabilities
- Proactive; Hands-on
- Analytical and data-driven
- Fast adopter to change
- Customer-centric mentality
- Creativity
- Deadline management
- Teamwork, coaching, and guiding
- Work accurately with a high level of attention to detail
- Medical Aid
- Provident Fund
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