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Installation Services Supervisor

4 weeks ago

Randburg, South Africa Tracker South Africa Full time

**Listing reference**: track_001316

**Listing status**: Online

**Position summary**:
**Industry**:IT & Internet

**Job category**:Supervising

**Location**:Randburg

**Contract**:Permanent

**Remuneration**:Market Related

**EE position**:Yes

**Introduction**:
**Job description**:

- Ensure that telephonic requests received within the department are handled efficiently and that company requirements of AB rate & Service Levels are maintained.
- Supervise the successful delivery of all Customer and Fitment Centre activities and the daily running of the department according to approved SOPs (standard operating procedures).
- Increase Customer and Technician satisfaction through the proactive design and implementation of relevant process improvement initiatives.
- Listen to calls to improve quality, minimise errors, and track agent performance through implementing corrective measures as required.
- Proactively review the performance of staff and identify training and development needs.
- Perform the collation and discussion of KPA’s and the implementation of Performance Improvement Plans / Performance Development Plan’s where applicable with all staff.
- Collaborate with the Manager: Installation Support in coaching, training, motivating, and retaining staff.
- Supervise department resources as required to support customer/technician/Fitment Centre and stakeholder demands and needs
- Be able to establish, build and maintain relationships with all Internal Departments and Management - up to executive level and external customer and Fitment Centre interactions.
- Contribute towards the successful management of campaigns and projects that are allocated.
- Assist with any other tasks or duties assigned by the Manager
- Conduct relevant analyses of individual Agents as well as call centre 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.
- Drive the delivery and implementation of department Service Level Agreements through strict compliance.
- Provide satisfactory resolution of all escalated complex customer service queries and/or concerns in line with company policies and procedures.
- Contribute towards the design and implementation of fit-for-purpose initiatives aimed at improving customer service for Tracker across all relevant touch points.
- Ensure that queries and complaints are resolved according to the relevant SOPs and standards implemented throughout the department.
- Design and ensure the successful implementation of proactive and innovative solutions to drive the achievement of customer experience objectives.
- Implement proactive measures to ensure that both the company and the customers’ best interests are kept at heart.
- Provide excellent service to both existing and prospective clients and technicians whenever called upon.
- Seek opportunities to negotiate better pricing to save costs wherever possible.
- Ensure that new information regarding methods of installation is communicated to all team members.
- Ensure that all disciplinary procedures are upheld and maintained according to policies and procedures.
- Ensure compliance to tool and vehicle checks are strictly adhered and in line with SOPs (standard operating procedures).
- Conduct regular meetings with scheduling to establish any shortfalls and Technician area allocations.
- Assist with relevant project maintenance by overseeing and reporting on ongoing statuses.
- Maintain a good relationship with Management, specifically Installations and Scheduling Managers.
- Liaise with Brokers, Dealers, Fitment centres, Corporates, Sales, and staff at head office in an effort to build and sustain successful working relationships.
- Ensure that all company assets are maintained to the company’s standards.

**Minimum requirements**:

- Essential: Matric. NQF 4
- Essential: At least 3 years’ Testing, configuring and commissioning of Tracker products
- 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.

**Competencies required**
- Supervisory capabilities
- Creative thinking
- Influencing and convincing skills
- Negotiation Skills
- Conflict Management
- Customer service orientation
- 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
- Articulating information effectively
- Coordination ability
- Cultural sensitivity social perceptiveness

**Benefits**:

- Medical Aid
- Provident fund