Installation Support Supervisor

1 week ago

Randburg, South Africa Tracker South Africa Full time

**Listing reference**: track_001493

**Listing status**: Online

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

**Job category**:Client Services

**Location**:Randburg

**Contract**:Permanent

**Remuneration**:Market Related

**EE position**:No

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

- Marketing of Tracker products and services to both existing and prospective clients
- Ensure that telephonic requests received within the Reconciliation Division are handled efficiently and that company requirements of AB rate & Service Levels are maintained
- Manages all customer activities and the daily running of the Reconciliation call centre
- 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
- Assist with any other tasks or duties assigned by the Manager

**Minimum requirements**:

- Matric
- 1 year Call Centre supervisory experience
- Proficient skills in Microsoft Word and Excel
- Excellent written and verbal skills
- Familiarity with Industrial Relations, Customer Relations and General Management will be advantageous

**Competencies required**:

- Leadership
- 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

**Benefits**:

- Medical Aid
- Provident Fund

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