What will you do?

• Manages and leads a team of contact centre advisors. Ensuring that the team reaches and exceeds set target(s) by monitoring individual performance on a constant basis. The Team Leader should also be knowledgeable on all aspects of the products, systems and processes.
• Mentors and coaches the team and gives constant real time support in terms of query resolution.

What will make you successful in this role?

• Builds and maintains a high performing team which consistently delivers a “Wow” customer experience in terms of care, professionalism, knowledge and contact resolution
• Facilitates the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experience.
• Inspires, leads, engages, coaches, develops and motivates a team of dynamic and successful customer facing agents to deliver the best service in the insurance industry.
• Manages people related matters i.e., attendance, absence and attrition within the team to ensure service level contributions are met/exceeded.
• Manages and improves performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gaps. and/or through written correspondence
• Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn around times.
• Improve customer satisfaction, experience and insight.
• Manage own development to increase own competencies.
• Deliver exceptional customer service that exceeds customers’ expectations through proactive, innovative and appropriate solutions.
• Ensuring achievement of underwriting and profitability objectives through internal processes.
• Maintenance of expert knowledge on specific products, pricing, application procedure,
• processing and timelines in order to drive and achieve relevant product and service targets.

Qualifications and Experience

Qualifications 

• Completed Matric (Grade 12)
• FAIS compliance (NQF Level 4) with credits in personal lines or commercial
• A relevant short term insurance related qualification – Advantageous.

Experience 

• 5 – 7 years’ people management experience
• 5 – 7 years’ experience in an operational environment (preferably within the short-term insurance industry)

Knowledge and Skills

• Drive Sales targets
• Coaching and Motivating Team
• Quality Auditing
• Managing Compliance
• Reporting and communication
• Management of employees
• Building High Performance Teams