Installation Support Supervisor

Tracker Connect Ltd; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading service provider in Gauteng is seeking an Installation Support Supervisor to oversee call centre operations and enhance customer satisfaction. You will manage daily activities, coordinate staff training, and ensure high service standards. Ideal candidates have at least 1 year of supervisory experience in a call centre and proficiency in Microsoft Word and Excel. Benefits include Medical Aid and a Provident Fund.

Benefits

Medical Aid

Provident Fund

Qualifications

• 1 year Call Centre supervisory experience.
• Familiarity with Industrial Relations, Customer Relations and General Management is advantageous.

Responsibilities

• Market Tracker products and services to clients.
• Handle telephonic and email requests efficiently.
• Manage daily operations of the Reconciliation call centre.
• Increase customer satisfaction through process improvements.
• Coach, train, and retain staff.

Skills

Proficient skills in Microsoft Word

Proficient skills in Microsoft Excel

Excellent written skills

Excellent verbal skills

Education

Matric

Job description

Job details: Installation Support Supervisor
Location: Gauteng, Randburg
Deadline: October 31

Responsibilities

• 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 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

• 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

Competencies Required

• Leadership
• Creative thinking
• Influencing and convincing skills
• Negotiation Skills
• Conflict Management
• Customer service orientation
• High analytical and insight generation capabilities
• Resilience and ability to work under pressure
• Strong interpersonal skills
• Management of financial resources
• Judgment and Decision Making
• Complex Problem Solving
• Critical Thinking
• Articulating information effectively
• Coordination ability

Benefits

• Medical Aid
• Provident Fund

CLOSING DATE : OCTOBER 20