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Tracker requires the services of a Supervisor: Installation Support in the Scheduling Call Centre situated at their Head Office based in Johannesburg. The Scheduling Supervisor is responsible for managing staff, handling customer escalations; identifying opportunities and setting targets. This role will directly manage the Scheduling 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

Duties and Responsibilities

·        Marketing of Tracker products and services to both existing and prospective clients

·        Ensure that telephonic requests received within the Scheduling Division are handled efficiently and that company requirements of AB rate & Service Levels are maintained

·        Ensure that email requests (VAX) received within the Scheduling Division are handled efficiently and service level agreements are maintained

·        Manages all customer activities and the daily running of the Scheduling 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

Qualifications and Experience

·        NQF level 5 or higher qualification

·        Call Centre supervisory/leadership experience for a minimum of 3 years will be advantageous

·        Proficient skills in Microsoft Word and Excel

·        Excellent written and verbal skills

·        Familiarity with Industrial Relations, Customer Relations and General Management will be advantageous

Additional Requirements:

·        High Execution capabilities

·        Proactive; Hands on

·        Analytical and data driven

·        Fast adopter to change

·        Customer-centric mentality

·        Creativity

·        Good decision making skills

·        Deadline management

·        Teamwork, coaching and guiding

·        Work accurately with high level of attention to detail.

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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