Acquisitions Supervisor

Tracker South Africa; Johannesburg; On-site; ZAR 240,000 - 320,000; Full time

Benefits offered by this job

Medical Aid

Provident Fund

Job summary

Tracker South Africa invites applications for an Acquisitions Supervisor in Johannesburg. The role leads the Reconciliation team, drives KPIs, and ensures training, customer management and process improvements align with strategic objectives.

You will supervise staff, monitor performance, and address escalations while collaborating with other departments to sustain service levels and customer satisfaction.

Qualifications

• Matric with relevant supervisory exposure preferred.
• 1 year call centre supervisory experience.
• Proficient in Microsoft Word and Excel; strong communication skills.

Responsibilities

• Market Tracker products and services to clients.
• Ensure telephonic requests in Reconciliation are handled efficiently; maintain AB rate and service levels.
• Handle email requests (VAXs) within the Reconciliation Division; maintain SLAs.
• Manage daily operations of the Reconciliation call centre and staff.
• Improve customer satisfaction through process improvements.
• Listen to calls to improve quality and track performance.
• Review staff performance and identify training needs.
• Discuss KPAs and implement Performance Improvement Plans where applicable.
• Enforce disciplinary actions per company code of conduct.
• Record stats, analyse trends and report against KPIs and targets.

Skills

Leadership

Negotiation

Coaching

Conflict Management

Analytical thinking

Decision Making

Problem Solving

Resilience

Interpersonal Skills

Communication skills

Education

Matric

Tools

Microsoft Word

Microsoft Excel

Job description

Tracker requires the services of an Acquisitions Supervisor in the Acquisitions Department situated at their Head Office based in Johannesburg. The Supervisor is responsible for managing staff, Reconciliation of all IR books, handling customer escalations, identifying opportunities and setting targets. This role will directly manage the Reconciliation agents - departmental KPIs 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.

• Marketing of Tracker products and services to both existing and prospective clients
• Ensure that telephonic requests received within the Reconciliation Division are handled efficiently and that company requirements of AB rate & Service Levels are maintained
• Ensure that email requests (VAXs) received within the Reconciliation Division are handled efficiently and service level agreements are maintained
• Manages all customer activities and the daily running of the Reconciliation 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 KPAs 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
• Matric
• 1 year Call Centre supervisory experience
• Proficient skills in Microsoft Word and Excel
• Excellent written and verbal skills
• Familiarity with Industrial Relations, Customer Relations and General Management will be advantageous
• Leadership
• Creative thinking
• Influencing and convincing skills
• Negotiation Skills
• Conflict Management
• High analytical and insight generation capabilities
• Resilience and ability to work under pressure
• Strong interpersonal skills
• Judgment and Decision Making
• Problem Solving
• Critical Thinking
• Coordination ability
• Medical Aid
• Provident Fund