PURPOSE OF THE JOB: The Supervisor is responsible for overseeing and managing the day-to-day performance of multiple Claims handling Teams, ensuring they meet performance targets and deliver high-quality service.
The Supervisor will coordinate workflows across teams through Team Leaders, providing guidance, support, and strategic direction.
A key focus of this role is managing teams with experience in insurance and claims processes, including, where applicable, travel insurance.
The Supervisor will ensure adherence to established protocols, maintain service level agreements (SLAs), and drive continuous improvement in operational efficiency.
MAIN RESPONSIBILITIES: Meet and exceed all campaign targets per SLA.
Report to Senior Management on a monthly basis on KPI´s, GAP, progress and general issues.
Hold regular meetings with the Team Leaders to discuss any issues.
Ensure performance management takes place with all direct reports according to company processes.
Ensure all Industrial Relations activities are managed in conjunction with HR.
Ensure productivity, scheduling, absenteeism, and data are managed effectively within agreed parameters.
Develop, coach and mentor direct reports and agents when required.
Ensure consistent communication takes place across team.
Project/ad-hoc tasks as required from BPO Manager.
Support technical training of newly recruited agents.
Be the technical referral point for the claims handling team.
Review quality MI, supported by QA and work with the Team Leaders and Technical Team to achieve relevant KPIs.
Support technical coaching for development areas highlighted.
All operational targets to be met as per agreement with your direct line Manager within the Client SLA Ensure that all staff reach set QA and Productivity KPIs Escalating issues to BPO Manager Actively support, lead and develop the team through ongoing regular agent feedback taking the form of coaching reviews.
Convene regular meetings with the team and management to discuss and resolve issues or brief and update employees on any new technical handling developments or business updates.
SALARY: Basic salary : R26 000 BENEFITS: Fully paid medical aid, Discovery classic smart Vitality (paid by company) for employee 2 minor dependents.
Retirement Annuity (10% of basic salary paid by company) Daily Breakfast Friday Lunch INDUSTRY: Medical insurance LOCATION: Cape Town city ( Basement parking free and safe) To apply kindly send your updated CV and supporting documents to adminjai.co.za