Installation Services Supervisor

Tracker South Africa; Gauteng; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading company in South Africa is seeking a Supervisor for their Installation Support department in Johannesburg. The role involves managing staff, overseeing operations, and enhancing customer satisfaction through effective leadership and communication. Candidates should have a minimum of NQF level 5 qualification and at least 3 years of supervisory experience in a call center environment.

Benefits

Medical Aid

Provident Fund

Qualifications

• Minimum 3 years of call center supervisory or leadership experience.
• Proficiency in Microsoft Word and Excel.
• Strong leadership and analytical skills.

Responsibilities

• Manage staff and handle customer escalations.
• Monitor departmental KPIs and ensure proper training.
• Implement process improvements to increase customer satisfaction.

Skills

Leadership

Analytical skills

Customer-centric mentality

Communication

Education

NQF level 5 or higher qualification

Tools

Microsoft Word

Microsoft Excel

Job description

Job Title: Supervisor - Installation Support

Tracker requires the services of a Supervisor in the Installation Support department situated at the Tracker head office based in Johannesburg.

Responsibilities:

1. Manage staff, handle customer escalations, identify opportunities, and set targets.
2. Directly manage agents, monitor departmental KPIs, ensure proper training, application of offers, and customer management.
3. Communicate and provide feedback to sales and other parts of the organization to enhance customer experience and meet strategic objectives.
4. Market Tracker products and services to existing and prospective clients.
5. Handle telephonic and email requests efficiently, maintaining AB rate & Service Levels.
6. Oversee daily operations of the department and manage customer activities.
7. Implement process improvements to increase customer satisfaction.
8. Monitor call quality, minimize errors, and evaluate agent performance.
9. Review staff performance, identify training needs, and implement development plans.
10. Ensure disciplinary actions are taken per company policies.
11. Record and analyze performance stats, prepare reports, and track trends.
12. Handle complex customer complaints and manage campaigns and projects.
13. Coach, train, motivate, and retain staff.
14. Manage department resources to meet customer demands.
15. Establish and maintain relationships with internal departments, management, and external customers.
16. Manage weekly and monthly reports, utilizing advanced Excel skills.
17. Lead and guide staff to achieve department targets.

Minimum Requirements:

• NQF level 5 or higher qualification.
• Minimum 3 years of call center supervisory or leadership experience.
• Proficiency in Microsoft Word and Excel.
• Excellent written and verbal communication skills.
• Previous experience in customer service is advantageous.
• Knowledge of Industrial Relations, Customer Relations, and general management is advantageous.
• Strong leadership, analytical, and data-driven capabilities.
• Proactive, hands-on, and adaptable to change.
• Customer-centric mentality, creativity, and attention to detail.

Benefits:

• Medical Aid
• Provident Fund