Acquisitions Supervisor - Randburg at Tracker Connect (Pty) Ltd

Job description

• 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