About Powerfleet
Powerfleet (Nasdaq: AIOT; JSE: PWR) is a global leader in the artificial intelligence of things (AIoT) software-as-a-service (SaaS) mobile asset industry. With more than 30 years of experience, Powerfleet unifies business operations through the ingestion, harmonization, and integration of data—regardless of source—and delivers actionable insights to help companies save lives, time, and money. Our people-first culture and relentless innovation empower customers to achieve measurable, sustainable business improvements. Powerfleet serves over 2.6 million subscribers across more than 48,000 customers in 120 countries, with commercial operations across every major continent.

About the Role

Monitoring and managing the daily operations of a multi-service, shift-based Track and React center which operates 24/7/365. Ensuring exceptional customer service delivery, optimizing workforce management, and maintaining operational efficiency across all schedules and shifts. Additionally taking responsibility for general office management, ensuring smooth day-to-day operations and a positive work environment. Promoting growth expansion of the service offering for Track and React. Reporting into the Track and React UOC Manager and responsible for first line reporting for Supervisors and Trackers.

Essential Duties and Responsibilities

1. Track and React Management

• Manage the end-to-end operations of TAR, 24/7/365. Ensure that there is always a supervisor on duty to support the operations of TAR.
• Monitor call centre performance metrics, including calls, agent occupancy, and average handling times (AHT) for calls.
• Follow and enforce operational processes and house rules, ensuring adherence by all agents.
• Resolve all escalations regarding complex issues, complaints, or incidents with all employees and customers as appropriate.
• Manage and lead TAR Agents to follow company policy and processes. Providing onsite support and guidance for any personal or work-related incidents via HR and our in-house counselling channels.
• Attending at least, 1 night shift per week, including weekends and holidays, to ensure round-the-clock operations.

2. Shift Scheduling and Workforce Management

• Roster and adjust shift and schedules accordingly in response to increase in event triggers and call volumes fluctuations, absenteeism, or other unforeseen circumstances.
• Ensure compliance with company policies and processes when assigning shifts and overtime.
• Strong understanding of labour laws and regulations related to shift work and overtime.
• Enforce all submissions on the payroll platform for annual and sick leave, family responsibility and including unpaid leave. Submissions must be in line with the company leave policies.
• Managing the monthly overtime and shift allowance submission. Ensuring the data is accurately captured by employees on Sage and submission to HR

3. Performance Management and Team Leadership

• Managing and mentoring the team of supervisors, and agents to achieve performance goals.
• Monitor individual and team performance metrics, providing regular feedback and implementing improvement plans where necessary.
• Maintaining and promoting a culture that prioritizes customer satisfaction and agent well-being.
• Conducting regular one on one performance reviews and set clear, measurable objectives for the team.
• Team projects and innovation must be measured and monitored by continual weekly/monthly discussions.

4. Service Delivery

• Implementing new methods to always ensure the team is efficient and innovative
• Monitor systems and document performance related issues
• Analyse and optimize processes to reduce delays in resolving and reviewing video clips
• Ensure service level agreements (SLAs) are met consistently across all services and shifts.

5. Training and Development

• Collaborating with the Learning department and external consultants to design and deliver onboarding and continuous learning programs for agents and supervisors.
• Ensuring all staff are well-versed in products, services, and policies to handle customer inquiries effectively.
• Ensuring a succession plan in place
• Ensuring all staff employed at the UOC can be fully functional and versed in both the TAR and MVB department.
• Continually managing staff performance on systems and documenting training via the training policies and procedures
• Ensuring weekly call audits

6. General Office Management

• Managing functions of the office, including procurement, vendor management, and facility maintenance.
• Ensure the office environment is clean, organized, and conducive to productivity.
• Manage office budgets and expenses, ensuring cost-effective operations.

7. Reporting and Analysis

• Generating and analysing reports on key performance indicators (KPIs), including number of calls made and events actioned, AHT, resolution on queries, health score, and customer satisfaction scores.
• Presenting regular updates to senior management, highlighting trends, challenges, and recommendations for improvement.
• Leveraging data insights to make informed decisions and enhance operational efficiency.

8. Risk and Compliance Management

• Ensure compliance with company policies, industry regulations, and data privacy requirements.
• Developing and implement strategies to minimize risks related to customer interactions, data breaches, or employee misconduct.
• Maintaining up-to-date documentation for processes, policies, and incident reports.
• Ensuring employees are compliant and adhere to house rules and regulations, in line with the company policy and processes.

Additional Requirements:

• Ensuring optimal work-flow by working flexible hours, including weekends and holidays, to ensure round-the-clock operations.
• Scheduling meetings with both internal staff and customers to drive the Value add for Track and React
• Attending off-site meetings and travelling occasionally for training or company meetings
• Contacting all assigned clients daily/weekly/monthly and take ownership of client relationship.

• Ensuring a rolling agenda for each client is maintained - Log all queries raised either telephonically or via email on the agenda.
• Developing strong customer-focused relationships around the current offering
• Identifying potential leads with existing customer base
• Ensure targets are set and dashboards visible highlighting team performance and productivity
• Providing administrative support in ensuring all Company documentation is accurately completed and submitted.
• Ensure Daily updates on the UOC Productivity report

• Ensuring rolling agenda is distributed within 24 hours after a meeting with the client.
• Providing the client with regular feedback on each of the items on the agenda which includes timelines
• Advising client on configurations changes to be made to optimise the efficiencies of the system and reporting
• Compiling a trend analysis of performance of the client fleet according to predefined parameters monthly.
• Analysing client business and needs and provide ROI to client monthly through use of our VAS
• Producing a quarterly review document analysing the team performance and productivity

• Coaching and mentoring of staff to identify scope within the customers’ business to implement new processes or up sell new products to ensure that the system is entrenched in the client’s operations.
• Maintaining compliance with all company policies and procedures.
• Continual training on Salesforce, MFM and the relevant applicable systems used by PowerFleet.
• Perform related duties as assigned by direct Executive, HR and VP Operations
• Must be available to work after hours as and when required by the customer or management

Education and/or Work Experience Requirements:

Key Skills and Competencies:

Technical Skill

• Proficiency in workforce management tools, call center software, and CRM systems.
• Strong analytical skills with experience in data-driven decision-making.
• Advanced knowledge of call center metrics, such as AHT, SLA, occupancy, and utilization.

Leadership Skills

• Proven ability to lead, inspire, and manage teams in a high-pressure, shift-based environment.
• Strong conflict resolution and decision-making abilities.
• Exceptional communication and interpersonal skills for team and stakeholder engagement.

Operational Skills and Requirements

• Expertise in shift scheduling, workforce optimization, and call load balancing.
• Ability to prioritize tasks and manage multiple projects simultaneously.
• Detail-oriented with strong organizational and time management skills
• Understand PowerFleet Business Ethics and Values
• PowerFleet product knowledge
• Own vehicle and valid driver’s license
• Matric 

Powerfleet is an equal opportunity employer. We are committed to creating an inclusive and diverse workplace that reflects the rich diversity of South Africa. We are committed to the principles of the Employment Equity Act and Broad-Based Black Economic Empowerment (BBBEE) and actively seek to empower suitably qualified candidates from designated groups. We believe that inclusion and diversity are key to innovation, growth, and shared success.