Introduction Tracker requires the services of a Supervisor in the Customer Experience Department at Tracker Head office, based in Johannesburg. We require a diligent and hard-working individual, who can be a part of a highly motivated and pressurized environment. Position Summary Industry: Telecommunication Services Job category: IT and Telecommunications Location: Randburg Contract: Permanent Remuneration: Market Related EE position: Yes Job Description Driving sales initiatives focused on the existing Tracker customer base as well as driving acquisitions of new customers Ensure that telephonic requests received within the Acquisition Division are handled efficiently and that company requirements of AB rate & Service Levels are maintained Analysis of call statistics and trends on a daily / monthly basis in line with WFM (Workforce Management) standards including agent shrinkage; compliance and productivity Ensure that all leads are actioned within agreed service levels and lead to contract conversion targets achieved Manages all acquisitions activities and the daily running of the acquisitions contact centre Increase customer satisfaction via process improvement initiatives Listening to calls to ensure adherence to the company’s quality framework and standards (Voice & Data) Adherence to FAIS and other statutory regulations 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 Plans where applicable Ensuring that the necessary disciplinary action is taken in accordance to the Company’s code of conduct Recording stats, analysis of trends and performance levels of the contact 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 business needs Be able to establish, build and maintain relationships with all Internal stakeholders & external customer & partner interaction Management of acquisition campaigns and selling of value-added services Recruitment & selection of new employees Management of the Tracker acquisitions portal & dealer platforms Assist with any other tasks or duties assigned by the Manager Minimum Requirements Matric, NQF level 5 or higher RE5 and FAIS accreditation 2 years Contact Centre supervisory experience in a sales environment Familiarity with Industrial Relations, Customer Relations and General Management Proficient in Microsoft Office suite Benefits Medical aid Provident fund #J-18808-Ljbffr