Our client has an opportunity available for a First Line Manager in the Client Engagement department based in Bellville, Cape Town.
Requirements:
- Matric.
- RE Certificate.
- Short Term Insurance NQF level 4 Qualification.
- Degree or National Diploma (NQF 6) with attendance in Insurance Programmes (NQF 5).
- 2+ years’ team management experience in a call centre environment.
- Short term insurance industry knowledge.
- Knowledge of Call Centre functions and operations.
- Knowledge of management principles.
- People management experience.
- Personal lines experience.
Responsibilities:
- Drive client service performance against targets.
- Recruit, coach, develop and motivate staff to ensure optimum performance.
- Provide effective leadership and motivation to a team of Client Service Consultants.
- Ensure a consistent and detailed understanding amongst all service team members of the operational shifts, targets, products, business rules and conditions.
- Drive performance excellence.
- Actively manage and report on operations and the achievement of targets.
- Resolve customer queries or complaints effectively and within SLA.
- Maintain service, quality and desired outputs within a specific functional process.
- Ensure compliance to tactical policies, procedures and standards.
- Develop work routines in line with operational plans or schedules.
- Share knowledge on, and participate in the creation of new standards, control systems and procedures to improve service delivery.
- Track and resolve operational and performance variations.
