Tracker South Africa was established in 1996 and currently connects over 1 million vehicles, making it the region’s dominant brand. To most people, Tracker is seen as a Stolen Vehicle Recovery (SVR) company, and while SVR is still at the core of our business, we have evolved significantly over the last 20 years.
Through a culture of continuous innovation...
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Marketing of Tracker products and services to both existing and prospective clients
Ensure that email requests (VAX) received are handled efficiently and service level agreements are maintained.
Ensure that all administrative tasks including capturing of leads are handled efficiently.
Manages all Call centre activities and the daily running of the team.
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 with 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.
Ensure a minimum of 95% conversion rate on lead to contract.
Manage department resources as required to support customer demands and business needs.
Be able to establish, build and maintain relationships with all Internal Departments and Management – up to executive level & external customer interaction.
Management of acquisition campaigns
Assist with any other tasks or duties assigned by the Manager.
Minimum requirements
Matric/NQF level 5 or higher qualification
Minimum 2 years Contact Centre supervisory/leadership experience.
Proficient skills in Microsoft Word and Excel
Excellent written and verbal skills
Previous experience in managing or working in a sales environment Familiarity with Industrial Relations, Customer Relations and General Management
Training experience will be advantageous.
Additional Requirements:
High Execution capabilities
Proactive; Hands on
Analytical and data driven.
Fast adopter to change.
Customer-centric mentality
Creativity
Good decision-making skills.
Deadline management
Teamwork, coaching and guiding.
Work accurately with high level of attention to detail
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