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Tracker

Introduction

Tracker requires the services of a Supervisor in the Customer Service Department at Tracker Head office, based in Johannesburg. We require a diligent and hard-working individual, who can be a part of a highly pressurised environment.

Job description

·       Ensure that electronic requests and walk in clients received are handled efficiently and service level agreements and standards are maintained.
·       Effectively managing of daily weekly and monthly reports
·       Effectively manage Retention Campaigns
·       Effectively managing all Approval requests within 1 hour TAT.
·       Effectively managing Mailboxes (Churn/Business Retention)
·       Effectively managing of external call centres support, reporting and managing of turnaround times.
·       Maintain a 48 hr turnaround time on all email boxes.
·       Manage all pending requests to ensure pending’s are finalised within 1 week.
·       Monitoring and managing SL & AB
·       Manage and drive client retention through different incentive schemes
·       Ensure that cross-skilling of all agents remain a high focus task.
·       Taking ownership of escalated queries and ensuring query resolution through liaising with all necessary parties and providing timeous feedback to customers.
·       Effectively managing of resources in own team to provide assistance to other teams in Customer Service when required.
·       Ensure meeting of team targets / deadlines as per Key Performance Agreement and managing of non-adherence according to set guidelines.
·       Maintaining records of attendance, management of leave and time keeping as well as managing of misconduct accordingly.
·       Upkeep of administrative staff files including all policies and procedures.
·       Collation and analysis of statistics on a daily / weekly and monthly basis.
·       Monthly team meetings with minutes taken.
·       Collation and discussion of KPA’s monthly and implementation of Performance Evaluation/ PDP’s where applicable.
·       Daily spot checks to be done on agent performance through call listening and “on the job” coaching and assistance to be provided. Non-performance to be addressed immediately.
·       Ensuring staff are continuously updated with current and new products, procedures and processes through meetings, training sessions and up to date SOP’s.
·       Daily monitoring and follow up / coaching on individual QA scores, daily productivity targets, telephone states when the desired outcomes are not achieved.
·       Identify concerns or trends within department, investigate and propose possible solutions for problems.
·       Continuous implementation of staff motivation through creative and innovative ideas.
·       Be able to interact and build relationships with all Internal Departments and Management.
·       Provide daily performance reports to the manager including any concerns noted and action taken.
·       Assist with any other tasks or duties assigned by the Manager as the need arise to ensure exceptional and efficient service to internal and external customers.

Minimum requirements

·       Matric coupled with 3-4 years working experience in a Contact Centre.
·       Minimum of 1 year leadership experience in an inbound and outbound call centre environment.
·       Excellent understanding of telephony monitoring systems and interpretation of reports.
·       Advanced knowledge on the following systems required:         
  1. CDS, CRM, Skytrax
  2. Financial (Willow),
  3. Technical knowledge (Skytrax reports, Master, TMS, TX, Access forms)
  4. Procentre, Aspect & Webrecall
·       A passion for customer service and a professional attitude at all times.
·       Excellent product and systems knowledge.
·       Advanced MS Office proficiency.
·       Excellent interpersonal skill
·       Work accurately with high level of attention to detail.
·      Ability to work under pressure and to meet strict deadlines.

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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