Acquisitions Supervisor

Position Summary

Industry: Telecommunication Services

Job category: IT and Telecommunications

Location: Randburg

Contract: Permanent

Remuneration: Market Related

EE position: Yes

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.

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 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 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

Please note, if you are not contacted within 4 weeks consider your application unsuccessful

Benefits

Medical aid, Provident fund