Installation Support Supervisor at Tracker Connect (Pty) Ltd

Job description

• Marketing of Tracker products and services to both existing and prospective clients
• Ensure that telephonic requests received within the Reconciliation Division are handled efficiently and that company requirements of AB rate & Service Levels are maintained
• Ensure that email requests (VAXs) received within the Reconciliation Division are handled efficiently and service level agreements are maintained
• Manages all customer activities and the daily running of the Reconciliation call centre
• Increases customer satisfaction via process improvement initiatives
• Listening to calls to improve quality and minimise errors and track agent performance
• 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 call 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 needs
• Be able to establish, build and maintain relationships with all Internal Departments and Management – up to executive level & external customer interaction
• Assist with any other tasks or duties assigned by the Manager

Minimum requirements

• Matric
• 1 year Call Centre supervisory experience
• Proficient skills in Microsoft Word and Excel
• Excellent written and verbal skills
• Familiarity with Industrial Relations, Customer Relations and General Management will be advantageous
• Competencies required:
• Leadership
• 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

Benefits

• Medical Aid
• Provident Fund

CLOSING DATE: OCTOBER 20, 2025