Digital Supervisor

2 weeks ago

Randburg, Gauteng, South Africa Tracker South Africa Full time

Listing reference:
track_001172

Listing status:
Online

Position summary:

Industry:

IT & Internet
Job category:Supervising
Location:Randburg
Contract:Permanent
Remuneration:Market Related
EE position:Yes
Introduction:

Job description:

Key roles and responsibilities:

  • Marketing / upselling of Tracker products and services to both existing and prospective clients
  • Ensure that telephonic requests received within the Digital Division are handled efficiently
  • Ensure that all leads are actioned within agreed service levels and lead to contract conversion targets achieved
  • Manages all activities and the daily running of the Digital Team
  • Increase 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 KPA's and implementation of Performance Improvement Plans / Performance Development Plan's where applicable
  • Ensuring that the necessary disciplinary action is taken in accordance with the Company's code of conduct
  • Recording stats, analyze trends and performance levels of the team 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 departmental resources in relation to support customer demands and business needs
  • Work closely with the Digital Specialist / Marketing Department
  • Be able to establish, build and maintain relationships with all Internal Departments and Management up to executive level & external customer & partner interaction
  • Management of digital campaigns and selling of value added services
  • Budgeting, driving incentives and performance
  • Recruitments
  • Handle IR matters
  • Assist with any other tasks or duties assigned by the Manager

Minimum requirements:

Qualifications and experience required:

  • Matric, NQF level 5 or higher
  • RE5 and FAIS is compulsory
  • Call Centre supervisory/leadership experience of 2 years in a sales environment
  • Proficient in Microsoft Office suite
  • Familiarity with Industrial Relations, Customer Relations, and General Management

Required Competencies:

  • Strong business acumen
  • Passion for people customer service & sales
  • The ability to influence the team
  • Strong leadership skills
  • High degree of emotional intelligence
  • Professional
  • Flexible
  • Assertive
  • Sound Administrative, Analytical, Business writing, Communication, Presentation & planning

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