Manages and leads a team of contact centre advisors, ensuring that the team reaches and exceeds set targets 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 provides constant real-time support in terms of query resolution.
This is a permanent position and is based in Bellville.
WHAT WILL YOU DO?Manages individuals within a team e.g. call centre agents / consultants within the communication centre. Ensures that the team reaches targets by monitoring individual performance on a constant basis. Very knowledgeable on all aspects of the products, processes, and systems. Mentors team and gives constant real-time support in terms of query resolution.
WHAT WILL MAKE YOU SUCCESSFUL IN THE 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 practices 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.
• Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turnaround 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 procedures, processing, and timelines in order to drive and achieve relevant product and service targets.
QUALIFICATION AND EXPERIENCECompleted Matric (Grade 12)
FAIS compliance (NQF Level 4) – with credits in personal lines or commercial
5 – 7 years' people management experience
5 – 7 years' experience in an operational environment (preferably within the short-term insurance industry)
A relevant short-term insurance related qualification will be advantageous.
KNOWLEDGE AND SKILLS• Drive Sales targets
• Coaching and Motivating Team
• Quality Auditing
• Managing Compliance
• Reporting and communication
• Management of employees
• Building High Performance Teams
PERSONAL ATTRIBUTES• Directs work.
• Decision quality
• Interpersonal savvy
• Organized and Plans Effectively
• Resilience
• Pays attention to detail.
SPECIFIC REQUIREMENTSThere will be a probationary period for three months, which consists of the following two phases:
four-week training period after which your knowledge will be assessed; and
on-the-job evaluation phase during which progress will be measured against your ongoing ability to meet a set sales target.
WHO ARE WESantam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding, and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.
Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We're about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.
At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.
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