Technical and New Business Supervisor

Fidelity Services Group; Gauteng; On-site; ZAR 30,000 - 50,000; Full time

Job summary

An opportunity exists at a leading company in the security services sector for an experienced supervisor. The role involves driving technical service support, managing client relations, and achieving performance targets. Ideal candidates will be target-driven and possess strong customer service skills. This is a pivotal role to ensure high standards of service delivery and drive business growth through effective team management.

Qualifications

• Strong computer skills with a focus on MS Office and reporting.
• Ability to motivate and drive a team towards targets and goals.
• Experience in client service and technical support required.

Responsibilities

• Manage client service and technical support operations.
• Achieve weekly and monthly targets for service delivery.
• Implement new processes and manage service campaigns effectively.

Skills

Computer Literacy

Target Driven

Problem Solving

Time Management

Customer Centricity

Adaptability

Job description

Overall Purpose of the role:

To drive technical services, fight attrition and support “New business” clients like FindU. Manage the referral campaign and drive new sales of business specialist Appointments booked. Maintain a healthy customer base as well as ensure all existing clients receive service within regards to Secure Home, Secure Connect, RiskWatch and FindU business from platforms like FindU, the website, WhatsApp etc. As well as other new business opportunities that may arise in future. Achieve the required monthly team targets (Loading of OTC FindU contracts and Self-generated FindU contracts). Updating and driving projects that grow the business via income or fighting attrition. Manage service call and technical support to the client base. Clearing quick Adds daily and driving escalations to be resolved asap. Achieving LSN lead data integrity and support business with sales enquiries as well as support for Transformer and other dialler initiatives.

Job Requirements & Other Attributes:

• Computer Literate (MS Office, Email, Internet, Quality Assurance)
• Able to work under pressure, Target driven , Self-motivated and Innovative
• Accurate updating of reports and data capturing
• Understanding FindU ,Secure Home, Secure Connect and RiskWatch and new FADT products and services
• Understanding, Tech areas, Service call booking requirements, dispatching and escalation requirements
• Do today’s work today and drive team to do the same, get maximum productivity out of your team while at work.
• Be target orientated and goal driven, drive teams to produce maximum output daily in being productive and achieve goals and KPI’s
• Action orientated, planning skills required and able to report with short notice on projects managed by the team.
• Should always understand processes and the importance of being aligned and following them and ensuring the CCC teams reporting to you do so.
• Must have good working relationship with other departments in the business, tech managers, GM’s, BM’ etc.
• Skills should include: Motivating others, being customer Centric, having great time management, problem solving skills, drive for 100% accuracy, drive for Results and able to embrace change.
• Must be agile for constant change and be able to adapt to projects added, changed, taken away etc.

Main duties:

• Ensure that the disciplinary code is adhered to at all times.
• Standing Operating Procedures must be upheld.
• Meeting and keeping to agreed targets.
• High & professional standard of service must be upheld.
• General CCC House rules are adhered to.
• Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands
• Analyse the various parts of a problem properly and develop logical solutions
• Quality management – to look for means of improving as well as promoting quality within the company as well as with fellow employees
• Complete Ad-hoc duties, Coaching of staff, Provide activity reporting to relevant departments
• Manage workloads and queues from time to time.
• Drive technical revenue for the business through campaigns
• Answer all queued & escalated incoming telephone calls in an efficient and professional manner
• Coordinate service requests in accordance with FADT policy, customer needs and technician availability
• Ensure that all information given by the customer corresponds with the information on the system
• Ensure culture of accountability
• Ensure today’s work is concluded today
• Ensure team provides constant feedback to all customers internal and external
• Rebooks to be done up to date on a daily basis if need be
• Tech Global Q must be on zero by COB daily as well as Quick adds
• Handling of inbound and outbound FindU and Secure Home, Secure Connect and RiskWatch calls escalated to leadership.
• FindU Registrations for the business to be as per the Min requirement or Pre-requisites set out in the business incentive or commission structures.
• Maintaining good client service to current client base and maintain data base.
• Manage team to load new client correspondence received by the business. Manage loading of FindU contracts for Sellers outside the team (OTC).
• Achieve ALL targets examples but not limited to QA, strike rates on clients paying Fidelity-ADT and registrations of new clients as well as improving attrition by resolving debit order rejection clients.
  • Lead to App 82%
  • Web lead conversions 50% +
  • Referral lead conversions 50%+
  • 20% growth on prior year new sales appointments booked
  • 80% of tech lead category completion by COB daily
  • All quick add, web leads, referrals phoned within 1 hour of receipt
  • All quick add’s, opens cape email Q’s, web leads, Facebook leads, plus others in the team completed by COB daily before team goes home. Doing today’s work today.
• Assisting in the planning/implementation of new processes/projects/campaigns.
• Be Innovative and look for better ways, different ways to add value always.
• Be a business growth leader.
• Reach all QA targets, SLA, and requirements as a Supervisor.
• Take disciplinary action and initiate hearings as and when required.
• Complete Adhoc paperwork/reporting/tasks as required.
• Work closely within the CCC as a whole and the team to identify/solve queries and staff wellbeing.
• Attend promotions as required on an Adhoc basis off site.
• Ensure Reporting is completed accurately hourly/daily/weekly/monthly as required.
• Manage that on an Adhoc basis when assisting with general Level 1 calls (as and when the business requires) as well as phoning “pending” lists from sales teams. The QA script required for these calls must be discussed prior to this taking place, this is to ensure the team know what the QA requirements are and comply with them at all times. If the functions do not require QA, and then no prior discussion needs to take place.
• Adhere to all other CCC policies and procedures.
• Ensure smooth collaboration between your team and customers (internal as well as external).

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.