Job description
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