Installation Support Supervisor

7 days ago

Randburg, Gauteng, South Africa Tracker Connect Full time R900 000 - R1 200 000 per year

Position Summary
Industry:
Telecommunication Services

Job category:
Telecommunication and Mobile Systems

Location:
Randburg

Contract:
Permanent

Remuneration:
Market Related

EE position:
Yes

Introduction
Tracker requires the services of an Installation Support Supervisor in the Acquisitions Department situated at their Head Office based in Johannesburg. The Supervisor is responsible for managing staff, Reconciliation of all IR books, handling customer escalations, identifying opportunities and setting targets. This role will directly manage the Reconciliation agents - departmental KPI's and ensure proper training, application of offers and customer management is done. Communication and feedback to Management and other parts of the organization is an essential part of the role to ensure we have a feedback loop that enhances the overall customer experience and strategic objectives.

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
  • Ensure that email requests (VAXs) received within the Reconciliation Division are handled efficiently and service level agreements 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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