Open Positions at Tracker Connect (Pty) Ltd

Job description

Operational management of the deliverables

• Check the response rates hourly as they pertain to the agreed operational objectives.
• Manage the day-to-day operations in the customer service department.
• Independently assess calls on a continuous basis and implement corrective and developmental action as required.
• Manage staff attendance and take proactive measures to ensure that service levels are adhered to and optimised for excellent customer service.
• Provide expert support and advice to staff in all aspects of their tasks.
• Mentor and develop staff on a continuous basis to drive operational efficiencies.  
• Manage the team level budget to align with the overall departmental budget and take the required steps to ensure all relevant financial targets are met.
• Manage the agents’ overtime and standby on a continuous basis to ensure that we do not exceed the departmental budget and BCEA legislation.

Management and resolution of relevant customer queries

• Investigate all internal and external customer queries and respond via e-mail or telephonically for effective resolution.
• Manage the Supervisor inbox continuously.
• Respond to emails and queries as per the agreed quality and time standards.
• Handle all outstanding escalations that are flagged with the supervisor’s desk.

Investigate and Analyse trends regarding signals received

• Manage the signals to ensure that the SLA is upheld and achieved.
• Conduct analyses on the signals received to ensure that they are dealt with in the correct order without any undue delays.
• Conduct Automated Voice Machine analytics to ensure that the system is dialling all signals.
• Handle all handovers of signals from staff.
• Continuously provide mentoring to staff on the correct procedures to be implemented.
• Working closely with the Quality Assurer and Skills Coach to address all relevant training and corrective measures. 

People Management

• Contribute towards the determination of appropriate staffing requirements.
• Build the departmental teams – staff selection, development, coaching and motivating to levels of maximum potential.
• Manage staff according to company standards (appraisals, discipline, development, training etc).
• Creating and reinforcing a high-performance culture within the department.
• Responsible for the setting of employee goals and objectives that align with the departmental strategy.
• Develop staff to maximise potential including succession planning.
• Monitor staff performance including performance reviews.
• Manage staff output according to agreed KPI’s.
• Ensure regular staff meetings and alignment to strategic objectives and deliverables.
• Conduct Performance discussions and appropriate mentoring as per company guidelines.

Minimum requirements

• Matric / Grade 12
• Higher Certificate in Business Management, Customer Service, Call Centre Management or a related field at NQF Level5
• Essential: 5 (Five) years’ experience in a Call Centre or Customer Service environment.
• 2 years' experience in a supervisory level.
• Must be willing to work shifts.
• Must be aware of the consumer POPI Act
• Reliable mode of transport
• Language Proficiency (English and one or more South African official languages)

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Key roles and responsibilities:

 Control Centre Duties and Functions

• Provide effective control centre services as per the agreed strategic objectives and targets.
• Receive all inbound and outbound occurrence and/or incident calls and e-mails.
• Log the information on the relevant system as per approved standard operating procedures (SOPs).
• Handover unconfirmed signals to the National Emergency Control Centre (NECC) for verification 
• Maintain and enhance stakeholder relationships by providing quality services with excellent telephone skills and etiquette.
• Identify callers by means of set authentication rules.
• Provide relevant stakeholders with continuous feedback as and when required.
• Capture and verify stakeholders’ information, queries, inquiries, questions and/or complaints and escalate where appropriate as per the relevant SOPs.
• Liaise with internal role players to ensure excellent service delivery to relevant stakeholders.
• Follow up with representatives to ensure that all calls and/or queries are resolved within the specified timeline as per the service level specifications.
• Escalate details of dissatisfied stakeholders to management.
• Execute the required call centre duties and functions in such a manner that all operational objectives and targets are effectively met as per the agreed quality and time standards.

 Optimise Availability

• Ensure that all service level standards and regulations are strictly always adhered to.
• Ensure call readiness and available to service customers / clients.
• Contribute towards the continuous improvement of the department’s availability metrics.
• Ensure that all quality standards are met in the execution of every control centre activity within the MCC operational requirements.
• Adhere to all relevant policies and procedures.
• Report any deviations from procedures/processes to the Supervisor.

 Adhereance to Call Quality

• Provide effective control centre services that ensure all Quality Assurance standards and regulations are sufficiently maintained at all times.
• Ensure strict adherence to all agreed business rules as they pertain to all control centre duties and functions to provide excellent customer service on a continuous basis.
• Contribute towards minimising the risk profile of Tracker within the control centre by executing all duties in strict adherence to all relevant standards and regulations, as well as taking proactive measures where possible to reduce risk overall.
• Ensure that all quality metrics and standards are prioritised in call centre duties to contribute towards achieving customer experience strategic objectives. 

Minimum requirements

Qualifications, experience and competencies required:

• Matric/Grade 12 or Equivalent Qualification at NQF Level 4.
• Essential: 2 years of Call Centre experience.
• PSIRA Grade C certification - Desirable
• Must be willing to work shifts and standby.
• Must be aware of the consumer POPI Act
• Reliable mode of transport
• Language Proficiency (English and one or more South African official languages)
• Analytical 
• Ability to multitask.
• Sound communication skills at all levels
• Collaborative and consultative style
• Planning, organising and control capabilities
• Assertiveness and decisiveness capabilities
• Professionalism
• Results driven
• Conflict management and negotiation capabilities
• Ability to work independently
• Ability to work in a team
• Ability to work/manage under pressure
• High degree of emotional intelligence
• Resilience
• Basic change management skills