Digital Supervisor

**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