Acquisitions Lead, Customer Experience&Growth, Randburg

Tracker requires the services of a Supervisor in the Customer Experience Department at Tracker Head office, based in Johannesburg. We require a diligent and hard-working individual, who can be a part of a highly motivated and pressurized environment.

Driving sales initiatives focused on the existing Tracker customer base as well as driving acquisitions of new customers

Ensure that telephonic requests received within the Acquisition Division are handled efficiently and that company requirements of AB rate&Service Levels are maintained

Analysis of call statistics and trends on a daily / monthly basis in line with WFM (Workforce Management) standards including agent shrinkage; compliance and productivity

Ensure that all leads are actioned within agreed service levels and lead to contract conversion targets achieved

Manages all acquisitions activities and the daily running of the acquisitions contact centre

Increase customer satisfaction via process improvement initiatives

Listening to calls to ensure adherence to the company’s quality framework and standards (Voice&Data)

Adherence to FAIS and other statutory regulations

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 to the Company’s code of conduct

Recording stats, analyse trends and performance levels of the contact 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

Manage department resources as required to support customer demands and business needs

Be able to establish, build and maintain relationships with all Internal stakeholders&external customer&partner interaction

Management of acquisition campaigns and selling of value-added services

Recruitment&selection of new employees

Management of the Tracker acquisitions portal&dealer platforms

Assist with any other tasks or duties assigned by the Manager

Matric, NQF level 5 or higher

RE5 and FAIS accreditation

2 years Contact Centre supervisory experience in a sales environment

Familiarity with Industrial Relations, Customer Relations and General Management

Proficient in Microsoft Office suite

#J-18808-Ljbffr