South Africa Job Openings
Tracker South Africa
Installation Services Supervisor
Randburg
FULL TIME
September 6, 2024
Listing reference: track_001278
Listing status: Online
Apply by: 13 September 2024
Position summary
Industry: IT & Internet
Job category: Supervising
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction
Tracker requires the services of a Supervisor in the Installation Support department situated at the Tracker head office based in Johannesburg. The Supervisor is responsible for managing staff, handling customer escalations; identifying opportunities and setting targets. This role will directly manage the agents - departmental KPI’s and ensure proper training, application of offers and customer management is done. Communication and feedback to sales and other parts of the organization is an essential part of the role to ensure we have a feedback loop that enhances the overall customer experience and strategic objectives.
Job description
- Ensure that telephonic requests received within the department are handled efficiently and that company requirements of AB rate & Service Levels are maintained.
- Ensure that email requests (VAX) received within the Division are handled efficiently and service level agreements are maintained in line with policies and procedures.
- Supervise the successful delivery of all Customer and Fitment Centre activities and the daily running of the department according to approved SOPs (standard operating procedures).
- Increase Customer and Technician satisfaction through the proactive design and implementation of relevant process improvement initiatives.
- Listen to calls to improve quality, minimise errors, and track agent performance through implementing corrective measures as required.
- Proactively review the performance of staff and identify training and development needs.
- Perform the collation and discussion of KPA’s and the implementation of Performance Improvement Plans / Performance Development Plan’s where applicable with all staff.
- Collaborate with the Manager: Installation Support in coaching, training, motivating, and retaining staff.
- Supervise department resources as required to support customer/technician/Fitment Centre and stakeholder demands and needs
- Be able to establish, build and maintain relationships with all Internal Departments and Management – up to executive level and external customer and Fitment Centre interactions.
- Contribute towards the successful management of campaigns and projects that are allocated.
- Assist with any other tasks or duties assigned by the Manager
- Conduct relevant analyses of individual Agents as well as call centre team statistics and trends on a regular basis in order to produce meaningful insights that can assist with improving productivity.
- Prepare all relevant business reports on a daily, weekly, and monthly basis in line with agreed quality standards and deadlines.
- Drive the delivery and implementation of department Service Level Agreements through strict compliance.
- Provide satisfactory resolution of all escalated complex customer service queries and/or concerns in line with company policies and procedures.
- Contribute towards the design and implementation of fit-for-purpose initiatives aimed at improving customer service for Tracker across all relevant touch points.
- Ensure that queries and complaints are resolved according to the relevant SOPs and standards implemented throughout the department.
- Design and ensure the successful implementation of proactive and innovative solutions to drive the achievement of customer experience objectives.
- Implement proactive measures to ensure that both the company and the customers’ best interests are kept at heart.
- Provide excellent service to both existing and prospective clients and technicians whenever called upon.
- Seek opportunities to negotiate better pricing to save costs wherever possible.
- Ensure that new information regarding methods of installation is communicated to all team members.
- Ensure that all disciplinary procedures are upheld and maintained according to policies and procedures.
- Ensure compliance to tool and vehicle checks are strictly adhered and in line with SOPs (standard operating procedures).
- Conduct regular meetings with scheduling to establish any shortfalls and Technician area allocations.
- Assist with relevant project maintenance by overseeing and reporting on ongoing statuses.
- Maintain a good relationship with Management, specifically Installations and Scheduling Managers.
- Liaise with Brokers, Dealers, Fitment centres, Corporates, Sales, and staff at head office in an effort to build and sustain successful working relationships.
- Ensure that all company assets are maintained to the company’s standards.
Minimum requirements
- Essential: Matric. NQF 4
- Essential: At least 3 years’ Testing, configuring and commissioning of Tracker products
- Desirable: At least 1 year Supervisory or Team Lead experience.
- Demonstrated competence and working knowledge of administrative, organising, coordinating and PR skills is required.
- Demonstrated competence and working knowledge of Microsoft office.
Competencies required
- Supervisory capabilities
- 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
- Cultural sensitivity social perceptiveness
Benefits
Medical Aid
Provident fund
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