TRACKER requires the services of a Caredesk Supervisor to ensure that Customer Experience Centre standards are maintained in a highly pressurised environment. This position is based in Tracker's Head Office in Johannesburg. The candidate is responsible for ensuring that employees within the organization adhere to quality standards and procedures. Whilst this position requires the candidates to support the CareDesk agents, their primary role involves monitoring and evaluating the performance of individuals or teams to identify areas for improvement and ensure consistency in delivering high-quality customer experience. Attention to detail and meticulousness is an inherent requirement of the job. The candidates must be Customer centric and be able to work independently. The Supervisor will work closely with frontline employees, providing feedback, coaching, and training to help them meet quality expectations. The candidate will have to have the ability to develop protocols, conduct quality audits, analyse data to identify trends or issues, and collaborate with other departments .
Job description
Ensure that electronic requests and walk in clients received are handled efficiently and service level agreements and standards are maintained.
Effectively managing Social Media Platforms and complaints received via these Channels as well as Mailboxes (Info@tracker/Customer Care)
Ensure that telephonic requests received within the CareDesk Division are handled efficiently and that company requirements of AB rate & Service Levels are maintained.
Be flexible in approach to role and task completion and when applicable 'step in' or 'step up' to other roles/positions that may need support.
Management of all Reception/Switchboard related duties & functions according to SLA's and Operating Procedures
Effectively managing all credits processed by the teams, Approval requests and different Mailboxes
Manage all pending requests to ensure pending are finalised.
Ensure that cross-skilling of all agents remain a high focus task.
Taking ownership of escalated queries and ensuring query resolution through liaising with all necessary parties and providing timeous feedback to customers.
Daily management of survey escalations according to communicated procedures.
Managing of resources in own team to provide assistance to other team when required.
Ensure meeting of team targets / deadlines as per Key Performance Agreement and managing of non-adherence according to set guidelines.
Maintaining records of attendance, management of leave and time keeping as well as managing of misconduct accordingly.
Upkeep of administrative staff files including all policies and procedures.
Collation and analysis of statistics on a daily / weekly and monthly basis.
Collation and discussion of KPAs monthly and implementation of Performance Evaluation/ PDP's where applicable.
Daily spot checks to be done on agent performance through call listening and "on the job" coaching. Non-performance to be addressed immediately.
Ensuring staff are continuously updated with current and new products, procedures and processes through meetings, training sessions and up to date SOPs.
Daily monitoring and follow up / coaching on individual QA scores, targets, survey transfers, telephone states when the desired outcomes are not achieved.
Continuous implementation of staff motivation through creative and innovative ideas.
Be able to interact and build relationships with all Internal Departments and Management.
Provide daily performance reports to the manager including any concerns noted and action taken.
Assist with any other tasks or duties assigned by the Manager as the need arise to ensure exceptional and efficient service to internal and external customers.
Minimum requirements
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