Supervisor: Installation Support - Job Details

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Job in 'Customer Service' discipline and 'Administrative' category

Advertised Details
Job title: Supervisor: Installation Support
Reference code: Installation Support: Supervisor
Job category: Administrative
Position status: Vacant
Min Salary (p/m): Market related
Position type: Permanent
Max Salary (p/m): Market related
City: Randburg

Key Roles & Responsibilities:

o Marketing of Tracker products and services to both existing and prospective clients
o Ensure that telephonic requests received within the RF Projects Division are handled efficiently and that company requirements of AB rate & Service Levels are maintained
o Ensure that email requests (VAX) received within the RF Projects Division are handled efficiently and service level agreements are maintained
o Manages all customer activities and the daily running of the RF Projects call centre
o Increases customer satisfaction via process improvement initiatives
o Listening to calls to improve quality and minimise errors and track agent performance
o Reviewing the performance of staff and identifying training and development needs
o Collation and discussion of KPA’s and implementation of Performance Improvement Plans / Performance Development Plan’s where applicable
o Ensuring that the necessary disciplinary action is taken in accordance to the Company’s code of conduct
o 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
o Handling complex customer complaints
o Coaching, training, motivating and retaining staff
o Manage department resources as required to support customer demands and needs
o Be able to establish, build and maintain relationships with all Internal Departments and Management – up to executive level & external customer interaction
o Management of RF Acquisition campaigns and selling of value added services
o Assist with any other tasks or duties assigned by the Manager
o Managing the department weekly and monthly reports
o Have advanced excel skills to perform the abovementioned reports
o Strong leadership skills to manage staff, lead and guide staff to reach monthly department targets
Skills Required
Qualifications and experience required:

o NQF level 5 or higher qualification
o Call Centre supervisory/leadership experience for a minimum of 1 years will be advantageous
o Proficient skills in Microsoft Word and Excel
o Excellent written and verbal skills
o Previous experience in managing or working in a sales environment
o Familiarity with Industrial Relations, Customer Relations and general management will be advantageous

Additional Requirements:

o High Execution capabilities
o Proactive; Hands on
o Analytical and data driven
o Fast adopter to change
o Customer-centric mentality
o Creativity
o Good decision making skills
o Deadline management
o Teamwork, coaching and guiding
o Work accurately with high level of attention to detail
• Medical Aid
• Provident Fund

NB: If you do not receive a response from us within 3 weeks, kindly consider your application unsuccessful.

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