Installation Services Supervisor

at  Tracker South Africa

POSITION SUMMARY

Industry: IT & Internet
Job category: Call Centre and Telesales
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes

JOB DESCRIPTION

• 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 minimise errors and track agent performance
• Reviewing the performance of staff and identifying training and development needs
• Collation and discussion of KPA’s and implementation of Performance Improvement Plans / Performance Development Plan’s where applicable
• Ensuring that the necessary disciplinary action is taken in accordance to the Company’s code of conduct
• Recording stats, analyse trends and performance levels of the call centre 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

MINIMUM REQUIREMENTS

• 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

Please refer the Job description for details