Supervisor – Customer Value Maximization
Listing reference: track_001203
Listing status: Under Review
Apply by: 25 April 2024
Position summary
Industry: Telecommunication Services
Job category: IT and Telecommunications
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: No
Introduction
Tracker has been South Africa’s leading vehicle tracking company since the 1990s. Tracker requires the services of a Customer Value Maximisation Supervisor in the Acquisitions Contact Centre situated at the Tracker head office based in Johannesburg to develop and implement strategies and initiatives to increase sales revenue and drive sales growth in a contact centre environment through upselling techniques and effectively promoting value-added products and services to existing and potential customers. The Supervisor is responsible for the successful management of sales activities; lead conversion targets; handling customer escalations; identifying opportunities as well as setting targets aligned with strategic objectives.
Job description
- Responsible for the management of inbound and outbound contact centre activities according to specific campaigns
- Proactively drive initiatives to ensure that targets for all campaigns are achieved including sales of value added services, accessories, upsells and referrals
- Analyze individual consultant and team statistics regularly to provide insights for informed business decisions so that we are efficiently aligned with departmental and company strategic objectives and sales targets.
- Prepare all relevant business reports on a daily, weekly, and monthly basis in line with agreed quality standards and deadlines.
- Manage department resources as required to support customer demands and business needs.
- Drive the creation and delivery of department Service Level Agreements through strict compliance with all incoming calls; turnaround times; customer & partner expectations and lead to contract conversions etc.
- Compliance to statutory requirements including FAIS, POPIA, PASA etc.
- Ensure that queries and complaints are resolved according to the relevant standard operating procedures and quality standards
- Drive initiatives to enable all consultants to demonstrate excellent knowledge of product and service offerings including systems in order to provide an improved customer experience and retain customers
- Design and ensure the successful implementation of proactive and innovative solutions to drive the achievement of customer experience & sales objectives.
- Responsible for empowering staff through methods such as coaching and call listening coupled with creating appropriate accountability expectations
- Responsible for overseeing relevant employee recruitment, performance evaluations, promotions, staff retention, and termination activities.
- Analyse shortfalls and arrange training to improve skills where required.
- Responsible for overseeing that all staff follow company policies and procedures.
Minimum requirements
- Matric, RE 5 & FAIS is essential.
- Relevant National Diploma in Call Centre / Contact Centre Management or a related field
- Minimum of 3 years general Contact Centre experience within a sales environment.
- Minimum of 2 years Supervisory Contact Centre experience in a sales environment.
- Demonstrated competence and working knowledge of Microsoft office and project management principles.
- Demonstrated competence and working knowledge of call centre telephony systems including workforce management and quality standards.