TRACKER requires the services of a Shift Supervisor in the Monitoring Control Centre. We require a self-starter with an outgoing personality and the ability to communicate at all levels. The successful candidate will be responsible for the daily management of their allocated shift in the Monitoring Control Centre. The individual will manage a team of diverse individuals to optimize the success of the Department.

• Check the response rates hourly as they pertain to the agreed operational objectives.
• Manage the day-to-day operations in the customer service department.
• Independently assess calls on a continuous basis and implement corrective and developmental action as required.
• Manage staff attendance and take proactive measures to ensure that service levels are adhered to and optimised for excellent customer service.
• Provide expert support and advice to staff in all aspects of their tasks.
• Mentor and develop staff on a continuous basis to drive operational efficiencies.  
• Manage the team level budget to align with the overall departmental budget and take the required steps to ensure all relevant financial targets are met.
• Manage the agents’ overtime and standby on a continuous basis to ensure that we do not exceed the departmental budget and BCEA legislation.

• Investigate all internal and external customer queries and respond via e-mail or telephonically for effective resolution.
• Manage the Supervisor inbox continuously.
• Respond to emails and queries as per the agreed quality and time standards.
• Handle all outstanding escalations that are flagged with the supervisor’s desk.

• Manage the signals to ensure that the SLA is upheld and achieved.
• Conduct analyses on the signals received to ensure that they are dealt with in the correct order without any undue delays.
• Conduct Automated Voice Machine analytics to ensure that the system is dialling all signals.
• Handle all handovers of signals from staff.
• Continuously provide mentoring to staff on the correct procedures to be implemented.
• Working closely with the Quality Assurer and Skills Coach to address all relevant training and corrective measures. 

• Contribute towards the determination of appropriate staffing requirements.
• Build the departmental teams – staff selection, development, coaching and motivating to levels of maximum potential.
• Manage staff according to company standards (appraisals, discipline, development, training etc).
• Creating and reinforcing a high-performance culture within the department.
• Responsible for the setting of employee goals and objectives that align with the departmental strategy.
• Develop staff to maximise potential including succession planning.
• Monitor staff performance including performance reviews.
• Manage staff output according to agreed KPI’s.
• Ensure regular staff meetings and alignment to strategic objectives and deliverables.
• Conduct Performance discussions and appropriate mentoring as per company guidelines.

Higher Certificate in Business Management, Customer Service, Call Centre Management or a related field at NQF Level 5

Essential: 5 (Five) years’ experience in a Call Centre or Customer Service environment.

2 years' experience in a supervisory level.

Must be willing to work shifts.

Must be aware of the consumer POPI Act

Reliable mode of transport

Language Proficiency (English and one or more South African official languages)