Call Centre Supervisor - Cartrack

Are you a go-getter, motivated to achieve results and up for a challenge? Do you have the ability to manage a team to achieve business targets without compromising quality? Cartrack is a leading global provider of data analytic solutions for mobile asset management, asset recovery and workforce optimisation based on a proven Software-as-a-Service platform.

Fleet management, Stolen Vehicle Recovery and insurance telematics services remain its core business, with a focus on technology development to enhance customer experience. The company is a service-centric organisation focusing on the in-house design, development and installation of telematics technology and data analytics. We are looking for individuals who can help us grow our client base and enhance our customer experience.

Purpose of the role:

The Call Center Supervisor will be required to assist the Sales Manager in leading, directing and motivating the sales team in order to achieve the overall sales objectives. To supervise the implementation of sales strategies, and ensure the provision of a professional and excellent level of service to new and existing clients.

Job description

• Ensure that staff have adequate resources, are logged in and ready to perform duties at beginning of each shift
• Ensure that adequate resources are available throughout the shift
• Ensure that team follows all policies and procedures as stipulated in the Employee Handbook as well as department specifications
• Analyse statistics and put plans in place if required to improve team performance
• Performance manage team members to improve and / or maintain performance based on Sales targets met and results received from Quality Assurance Department
• Coach team members on various strategies for reaching sales targets.
• Perform applicable human resource functions i.e. disciplinaries, submitting leave forms, conducting performance appraisals etc.
• Perform duties of other section supervisors within client services as and when required
• Ensure that all information required to enable team to perform their duties are obtained from relevant departments
• Resolve escalated queries within 1 business day
• Resolve any system related reports received from agents
• Prepare statistics w.r.t attendance, leave and productivity
• Submit statistical analysis report to line manager as and when required
• Ensure that changes made to existing procedures or any new procedures are effectively communicated to relevant departments

Minimum requirements

• National Senior Certificate / Grade 12

• Relevant sales related qualification (advantageous)

• Min 1 year Supervisory sales call centre experience

• Proven track record of leadership skills

• Min 2-3 years of sales call center experience
• Good understanding of the various competitor offerings.
• The ability to negotiate and close deals.
• Extremely deadline-driven and target-orientated
• Excellent Time Management skills
• Computer literate
• Excellent problem-solving skills
• Strong team orientation, with the ability to develop consensus within diverse groups
• Achievement -orientated
• Have a sound understanding of sales skills
• Have the ability to cope in changing and difficult circumstances, maintain a "can-do" attitude within the team