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Tracker

Introduction

Tracker requires the services of an Inbound Manager in the Client Service Department at Tracker Head office, based in Johannesburg We require a professional, diligent hard-working individual, who can be a part of a highly pressurised environment.

Job description

KEY ROLES AND RESPONSIBILITIES:

·       Excellent customer experience through effective management of various customer interactions in an inbound environment.

·       Ensure effective and professional customer relations management/retention and control.

·       Focus on retention of clients/analysis of cancellations/ongoing agent interventions to drive retention of clients.

·       Management of customer enquiries/cancellations/complaints received telephonically Ensure that the service provided is in line with the service level requirements.     

·       Monitor service level and AB rate - achieve 80% SL, 5% and less AB rate.

·       Manage the supervisors to ensure an all time presence and visibility amongst the agents.

·       General staff management, targets, quality assurance, time management and KPA management.      

·       Management of staff availability; leave; absenteeism; training and taking appropriate action for non- adherence and non-conformance to discipline.

·       Statistics management daily, weekly, monthly, business review statistics. 

·       Analysis of data errors /client survey outcomes/ cancellation trends on a daily and monthly basis.        

·       Deadlines and the expectation of on time delivery including submission of reports; kpa's, overtime; operational requirements and deliverables. Including follow-up; feedback and highlighting of deviations, filling of vacancies and roll-out of projects and campaigns within prescribed deadlines.

·       Assist staff with escalated enquiries, complaints.  

·       Implementation of strategic objectives and ensuring appropriate contact with staff through regular interventions.

·       Development of staff, multiskilling of staff.


Minimum requirements

SKILLS / KNOWLEDGE:

·       3 years leadership/call centre management experience - a degree / diploma will be advantageous.

·       Excellent understanding of telephony monitoring systems and interpretation of reports.

·       Advanced knowledge of the following systems required:   

·       Tracker customer front end systems

·       Financial system

·       Aspect /Workforce Management knowledge.

·       A passion for customer service and a professional attitude at all times.

·       Excellent product knowledge.

·       Advanced MS Office proficiency.

·       Excellent interpersonal/problem solving skills.

·       Able to plan, delegate effectively.

·       Motivation of teams to ensure highly effective teams.

·       Work accurately with high level of attention to detail.

·       Ability to work under pressure. 


BENEFITS:

Medical aid, Provident Fund

Please note, should you not hear from us within 4 weeks consider your application unsuccessful.







Do you require help with the registration process?

Our Support team is here to assist. Tel: 010 140 3099 Email: trackersupport@pnet.co.za
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