Digital Supervisor - Randburg at Tracker Connect (Pty) Ltd

Job description

Key roles and responsibilities:

• Marketing / upselling of Tracker products and services to both existing and prospective clients
• Ensure that telephonic requests received within the Digital Division are handled efficiently
• Ensure that all leads are actioned within agreed service levels and lead to contract conversion targets achieved
• Manages all activities and the daily running of the Digital Team
• Increase customer satisfaction via process improvement initiatives
• Listening to calls to improve quality and minimize 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, analyze trends and performance levels of the team 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 departmental resources in relation to support customer demands and business needs
• Work closely with the Digital Specialist / Marketing Department
• Be able to establish, build and maintain relationships with all Internal Departments and Management – up to executive level & external customer & partner interaction
• Management of digital campaigns and selling of value added services
• Budgeting, driving incentives and performance
• Recruitments
• Handle IR matters
• Assist with any other tasks or duties assigned by the Manager

Minimum requirements

Qualifications and experience required:

• Matric, NQF level 5 or higher
• RE5 and FAIS is compulsory
• Call Centre supervisory/leadership experience of 2 years in a sales environment
• Proficient in Microsoft Office suite
• Familiarity with Industrial Relations, Customer Relations, and General Management

Required Competencies:

• Strong business acumen
• Passion for people - customer service & sales
• The ability to influence the team
• Strong leadership skills
• High degree of emotional intelligence
• Professional
• Flexible
• Assertive
• Sound Administrative, Analytical, Business writing, Communication, Presentation & planning