Acquisitions Supervisor

1 week ago

Randburg, South Africa Tracker South Africa Full time

**Position Summary**:
**Industry**:Telecommunication Services
- **Job category**:IT and Telecommunications**Location**:Randburg
- **Contract**:Permanent**Remuneration**:Market Related
- **EE position**:No**Introduction**:
Tracker requires the services of a Supervisor in the Customer Experience Department at Tracker Head office, based in Johannesburg. We require a diligent and hard-working individual, who can be a part of a highly motivated and pressurized environment.

**Job description**:
**Responsibilities**:

- Driving sales initiatives focused on the existing Tracker customer base as well as driving acquisitions of new customers
- Ensure that telephonic requests received within the Acquisition Division are handled efficiently and that company requirements of AB rate & Service Levels are maintained
- Analysis of call statistics and trends on a daily / monthly basis in line with WFM (Workforce Management) standards including agent shrinkage; compliance and productivity
- Ensure that all leads are actioned within agreed service levels and lead to contract conversion targets achieved
- Manages all acquisitions activities and the daily running of the acquisitions contact centre
- Increase customer satisfaction via process improvement initiatives
- Listening to calls to ensure adherence to the company’s quality framework and standards (Voice & Data)
- Adherence to FAIS and other statutory regulations
- 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 contact 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 business needs
- Be able to establish, build and maintain relationships with all Internal stakeholders & external customer & partner interaction
- Management of acquisition campaigns and selling of value-added services
- Recruitment & selection of new employees
- Management of the Tracker acquisitions portal & dealer platforms
- Assist with any other tasks or duties assigned by the Manager

**Minimum requirements**:
**Skills/Knowledge**:

- Matric, NQF level 5 or higher
- RE1/RE5 and FAIS accreditation
- 3 years Contact Centre supervisory/leadership experience
- 2 years previous experience in managing or working in a sales environment
- Familiarity with Industrial Relations, Customer Relations and General Management
- Proficient in Microsoft Office suite

**Benefits**:Medical aid, Provident fund

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