Ensure that telephonic requests received within the department are handled efficiently and that company requirements of AB rate & Service Levels are maintained. Ensure that email requests (VAX) received within the Division are handled efficiently and service level agreements are maintained in line with policies and procedures. Supervise the successful delivery of all Customer and Fitment Centre activities and the daily running of the department according to approved SOPs (standard operating procedures). Increase Customer and Technician satisfaction through the proactive design and implementation of relevant process improvement initiatives. Listen to calls to improve quality, minimise errors, and track agent performance through implementing corrective measures as required. Proactively review the performance of staff and identify training and development needs. Perform the collation and discussion of KPA’s and the implementation of Performance Improvement Plans / Performance Development Plan’s where applicable with all staff. Collaborate with the Manager: Installation Support in coaching, training, motivating, and retaining staff. Supervise department resources as required to support customer/technician/Fitment Centre and stakeholder demands and needs Be able to establish, build and maintain relationships with all Internal Departments and Management – up to executive level and external customer and Fitment Centre interactions. Contribute towards the successful management of campaigns and projects that are allocated. Assist with any other tasks or duties assigned by the Manager Conduct relevant analyses of individual Agents as well as call centre team statistics and trends on a regular basis in order to produce meaningful i

Essential: Matric. NQF 4
Essential: At least 3 years’ Testing, configuring and commissioning of Tracker products
Desirable: At least 1 year Supervisory or Team Lead experience.
Demonstrated competence and working knowledge of administrative, organising, coordinating and PR skills is required.
Demonstrated competence and working knowledge of Microsoft office.


Competencies required

Supervisory capabilities
Creative thinking
Influencing and convincing skills
Negotiation Skills
Conflict Management
Customer service orientation
High analytical and insight generation capabilities
Resilience and ability to work under pressure
Strong interpersonal skills
Management of financial resources
Judgment and Decision Making
Complex Problem Solving
Critical Thinking
Articulating information effectively
Coordination ability
Cultural sensitivity social perceptiveness