Telematics Call Centre Supervisor - Isando

ZEDA Limited; Johannesburg; On-site; ZAR 240,000 - 360,000; Full time

Job summary

ZEDA Limited in Johannesburg is seeking a Supervisor: Telematics Call Centre to oversee daily operations, support agents, and minimise financial risk while improving customer satisfaction.

You will manage shift schedules, monitor KPIs and SLAs, coach staff, and participate in performance reviews. A valid driver’s license and call centre experience are required; a degree or diploma in business administration is advantageous.

Qualifications

• Grade 12 or equivalent required; relevant certificates preferred.
• Valid Driver’s License.

Responsibilities

• Oversee daily call centre operations and supervise agents to ensure service levels.
• Manage workforce: shift schedules, attendance, break rotations for peak coverage.
• Monitor alert volumes and ensure resources meet SLA targets.
• Provide coaching and feedback to improve agent performance.
• Conduct performance reviews and recommend staff development and training.
• Escalate system issues to Customer Support Manager for resolution.
• Ensure adherence to POPIA and other regulatory requirements.

Skills

People management

Coaching and feedback

Customer service leadership

Shift scheduling

Performance monitoring

Education

Grade 12 (Matric) and related certificates

Certificate in Call Centre Management

Degree or Diploma in Business Administration/Management (Advantageous)

Job description

The Supervisor: Telematics Call Centre oversees, supports and supervises the Call Centre Agents to minimise financial risk, achieve cost savings and improve customer satisfaction/experience.

Key deliverables and outputs

Telematics Call Centre Operations

• Manage and oversee the daily operations of the Call Centre
• Workforce Management, shift schedules, attendance, and break rotations to ensure coverage during peak hours
• Manage alert volumes and ensure efficient resource allocation to meet SLA targets.
• Develop and implement operational strategies for efficient and effective productivity contributing to improved customer support, vehicle / driver monitoring / alerts and stolen vehicle recovery.
• Develop and implement operational strategies towards efficient and effective driver behavior monitoring, promoting safe drive leading to cost saving in accident damages and maintenance costs.
• Provide daily stats of customer support requests and alert processing within & outside SLA
• Escalate all system issues to the Customer Support Manager for immediate attention and resolution
• Adherent to all compliance and legislative requirements e.g., adherence to the POPIA Act.

Stakeholder Engagement

• Build and maintain relationships with new and existing internal and external stakeholders in the leasing and rental space.
• Ensure there is communication within internal departments to ensure easy workflow with limited to delays.

Reporting

• Monitor performance metrics and ensure team adherence to KPIs and SLAs
• Compile a monthly report with a summary of the events being monitored indicating the trend in these events.

Supervision

• Allocate workload and duties to subordinates
• Monitor calls, provide coaching, and deliver feedback to enhance agent professionalism
• Participate in the performance review of subordinate and address areas of non-performance, make recommendations on staff development and training requirements
• Conduct training and development programs to enhance agent performance
• Counsel staff to address discipline and workplace conflict in accordance with policy and procedure.

Internal and External Stakeholders

The role requires close engagement and collaboration with key internal and external stakeholders.

Internal Stakeholders

Rental Operations, I.T, Recovery Team, Department Managers, VAPS Team, Sales Team.

External Stakeholders

Customers (Rental and Leasing), Recovery Agents.

Academic Qualifications

• Grade 12 (Matric), Certificate in Call Centre Management, Business Management, or similar is preferred
• Valid Driver’s License.

Advantageous:

• Degree or Diploma in Business Administration/Management.

Note:

This role is shift based, managed through a roster to ensure all team members gets rotations.

Work Experience

• 1-2 Years’ Supervisory Experience in Customer Service call center environments
• 2-3 Years’ Experience in Customer Service role.

Advantageous:

• 1-2 Years’ Experience in vehicle tracking and monitoring or customer support call center
• 1-2 Years’ Technical Experience in a Telematics environment.