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 clientsEnsure that telephonic requests received within the department are handled efficiently and that company requirements of AB rate & Service Levels are maintainedEnsure that email requests (VAX) received within the Division are handled efficiently and service level agreements are maintainedManages all customer activities and the daily running of the departmentIncreases customer satisfaction via process improvement initiativesListening to calls to improve quality and minimize errors and track agent performanceReviewing the performance of staff and identifying training and development needsCollation and discussion of KPAs and implementation of Performance Improvement Plans / Performance Development Plans where applicableEnsuring that the necessary disciplinary action is taken in accordance with the Company's code of conductRecording 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 basisHandling complex customer complaintsCoaching, training, motivating, and retaining staffManage department resources as required to support customer demands and needsBe able to establish, build, and maintain relationships with all Internal Departments and Management – up to executive level & external customer interactionManagement of campaigns and projects that are allocatedAssist with any other tasks or duties assigned by the ManagerManaging the department weekly and monthly reportsHave advanced excel skills to perform the abovementioned reports and develop and track new reportsStrong leadership skills to manage staff, lead, and guide staff to reach monthly department targetsNQF level 5 or higher qualificationMinimum 3 years Call Centre supervisory/leadership experienceProficient skills in Microsoft Word and ExcelExcellent written and verbal skillsPrevious experience in managing or working in a customer service environment would be advantageousFamiliarity with Industrial Relations, Customer Relations, and general management will be advantageousHigh Execution capabilitiesProactive; Hands-onAnalytical and data-drivenFast adopter to changeCustomer-centric mentalityCreativityDeadline managementTeamwork, coaching, and guidingWork accurately with a high level of attention to detailMedical AidProvident Fund
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