The Team Manager role is focused on managing consultants within the contact centre. Ensures that the team reaches target by monitoring individual performance on a constant basis. Mentors team and gives constant real-time support in terms of query resolution.What will make you successful in this role?This role is focused on, but not limited to;Deliver exceptional customer service that exceeds customers' expectations through proactive, innovative and appropriate solutions by eliminating waste and looking for continuous improvement.Ensuring achievement of underwriting and profitability objectives through internal processes.Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines to drive and achieve relevant product and service targets.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.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.Facilitates and manages change when required in the immediate and bigger team.QUALIFICATIONS AND EXPERIENCE• National Diploma in (min NQF lev 5); or similar.• Relevant Insurance Related Qualification will be advantageous.• 3-4 years' experience in an operational environment, preferably within the short-term insurance industry.• A proven track record of 1-2 years people management experience.• Computer Literate (MS Office Packages).KNOWLEDGE AND SKILLS• Management of employees in a Hybrid working environment.• Track record of driving service targets in line with quality and compliance requirements.• Management of Team culture and staff morale.• Excellent verbal and written communication skills in business language.• Exceptional Customer Service orientation.• Identify development areas for Coaching.• Strong Negotiation Skills.• Problem Solving.• Time and Priority Management.• Drives Teamwork.PERSONAL ATTRIBUTES• Directs work.• Decision quality.• Interpersonal savvy.• Plans and aligns.• Resilience/Adaptability.• Learning Agility - continuous development/learning.Who we are:Santam 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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