The Installation Supervisor will directly supervise the departmental delivery of agreed KPIs achieved through the Installation and Installation Quality Technicians; ensure proper training is conducted; appropriate application of offers and customer management is implemented effectively. The role needs to further drive communication and feedback to critical stakeholders and other parts of the organization to ensure a feedback loop is maintained that enhances the overall customer experience and operational objectives.
Key Responsibilities:
- Ensure that the Technicians and Quality Assurers have a good understanding of the company goals and strategy.
- Ensure that the Technicians and Quality Assurers have a good understanding of the installation process and procedure.
- Conduct relevant analyses of individual Technicians and Quality Assurers as well as team statistics and trends on a regular basis in order to produce meaningful insights that can assist with improving productivity.
- Prepare all relevant business reports on a daily, weekly and monthly basis in line with agreed quality standards and deadlines.
- Supervise department resources as required to support customer demands and business needs.
- Drive the delivery and implementation of department Service Level Agreements through strict compliance.
- Compile monthly stats on efficiency reports and provide meaningful recommendations to the department manager.
- Compile monthly stats on customer service reports and provide meaningful recommendations to the department manager.
- Ensure that new information regarding methods of installation is communicated to all team members.
- Compile monthly stats on recovery rate reports and share findings and insights with the department manager.
- Ensure that the Technicians follow the predetermined schedule to achieve maximum productivity while delivering excellent customer service.
- Ensure that the Technicians liaise with scheduling with regards to installation address, vehicle details, etc. to ensure integrity in their delivery.
- Ensure that the Technician’s allocated jobs are completed at a rate of 100%.
- Liaise with scheduling to ensure that the Technician’s schedules are correct to minimise cancellations and frustrations, in line with customer service standards.
- Ensure that the Technicians and Quality Assurers have the necessary tools and test equipment to fulfil their roles successfully.
- Ensure that the Technician’s and Quality Assurer’s vehicles are serviced and maintained to minimise breakdowns.
- Maintain a good relationship with the scheduling supervisors to ensure that efficiencies are met in line with departmental objectives.
Minimum Requirements:
- Essential: Matric NQF 4
- Essential: At least 5 years’ technical (tracking) experience.
- Essential: At least 2 years’ experience within the Quality Assurance environment.
- Desirable: At least 1 year Supervisory or Team Lead experience.
- Demonstrated competence and working knowledge of administrative, organising, coordinating and PR skills is required.
- Demonstrated competence and working knowledge of Microsoft Office.
- Supervisory capabilities.
- Creative thinking.
- Influencing and convincing skills.
- Negotiation Skills.
- Conflict Management.
- High analytical and insight generation capabilities.
- Resilience and ability to work under pressure.
- Strong interpersonal skills.
- Management of financial resources.
- Judgment and Decision Making.
- Complex Problem Solving.
- Critical Thinking.
- Coordination ability.
- Cultural sensitivity and social perceptiveness.
Medical Aid
Provident fund
#J-18808-Ljbffr
