Customer Value Management Supervisor at Tracker Connect (Pty) Ltd

Introduction

• Tracker has been South Africa’s leading vehicle tracking company since the 1990s. Tracker requires the services of a Customer Value Management Supervisor in the Customer Value Management Contact Centre situated at the head office based in Johannesburg. This role will lead, optimise, and oversee Contact Centre sales and service operations by ensuring effective service delivery, people management, and performance execution. The CVM Supervisor is responsible for driving customer growth, sales conversion, retention, and value across campaigns while ensuring full compliance with quality, FAIS, and operational standards. The role focuses on motivating teams, maximising productivity and delivering a consistently high‑quality customer experience aligned to Tracker’s strategic objectives and CARE values.

Job description

• Lead and manage inbound and outbound contact centre operations across sales, service and retention campaigns through effective resource, capacity, and pipeline management.
• Deliver departmental SLAs, productivity standards, turnaround times, and lead‑to‑contract conversion targets.
• Own the resolution of escalated and complex customer queries and complaints in line with company policies and SOPs.
• Monitor, analyse, and report on telephony performance, agent productivity, quality metrics, and campaign outcomes to inform decision‑making.
• Use performance data and trend analysis to identify risks, opportunities, and improvement actions across agents and campaigns.
• Design and drive initiatives that increase customer growth, conversions, retention, upsells, referrals, and value‑added services across channels.
• Proactively manage and optimise campaign performance to ensure sales, service, and Tracker Financial Services (TFS) targets are achieved.
• Collaborate with internal stakeholders to improve processes, support strategic initiatives, and maximise conversion effectiveness.
• Lead, coach, and develop agents through structured performance management, training, engagement, and motivational initiatives.
• Oversee recruitment, onboarding, performance assessment, retention, and corrective action processes to sustain a high‑performing team.
• Ensure strict adherence to quality frameworks, FAIS, TCF, scripts, schedules, and all regulatory and internal compliance requirements.
• Role‑model and embed the Tracker CARE values of Care, Accountability, Respect, and Excellence to foster a positive, high‑performance culture.

Minimum requirements

• Matric (Essential)
• RE5 (Essential)
• FAIS Accreditation (Essential)
• National Diploma in Contact Centre Management or related field (Advantageous)
• Minimum 5 years’ Contact Centre experience within a sales environment (Essential)
• Minimum 3 years’ Supervisory experience in a sales contact centre environment (Essential)
• Proven experience managing sales, retention, and value‑added services campaigns
• Demonstrated working knowledge of call centre telephony systems, workforce management, and quality assurance frameworks
• Strong working knowledge of Microsoft Office and basic project management principles
• Knowledge of Tracker products, systems, and processes will be advantageous
• Strong leadership and people management capability
• Results‑driven with a strong commercial and customer focus
• High accountability and ownership mindset
• Analytical and data‑driven decision making
• Excellent communication and stakeholder management skills
• Coaching, mentoring, and talent development orientation
• Problem‑solving and conflict management skills
• High stress tolerance and resilience in a performance‑driven environment
• Integrity, professionalism, and ethical judgement
• Adaptability and change leadership capability

Deadline:17th March,2026