The Santam Direct Call Centre has a position available for a Team Leader: Client Engagement in the Client Engagement department.
The role is based in Bellville, Cape Town.
What will you do?
The purpose of this role is to ensure that the client services service levels are maintained within Contact Centre. Lead and manage a team of Client Service Consultants within the larger Client Services team. The incumbent must be available to work shifts and also Saturdays as per the shift schedule.
What will make you successful in this role?
- 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 to ensure performance targets are achieved in line with the organisation’s culture and values.
- Ensure a consistent and detailed understanding amongst all service team members of the operational shifts, targets, products, business rules and conditions.
- Communicate nature, rules and all related information for campaigns and transfers.
- Drive performance excellence by developing service level strategies, monitor and manage individual and team performance targets, accomplishments, related incentives and team expense budget against set targets.
- Manage resource capacity planning and utilization thereof to support the achievement of service levels.
- 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 through ensuring compliance to tactical policies, procedures and standards.
- Develop work routines in line with operational plans/schedules in order to manage achievement of service delivery goals.
- 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.
QUALIFICATIONS AND EXPERIENCE
- Grade 12/Matric
- RE Certificate
- Short Term Insurance Qualification (NQF Level 4)
- Degree or National Diploma (NQF 6) with attendance in Insurance Programs (NQF 5)
- Minimum of 5 years’ experience within a Call Centre environment (preferable in Short Term Insurance)
- Minimum 2 years’ team management experience in a Call Centre environment.
KNOWLEDGE AND SKILLS
- Short term insurance industry knowledge
- Knowledge of Call Centre function and operations (telephony, workplace scheduling, metrics)
- Knowledge of management principles
- Finance for non-financial managers (budgeting, managing transactional costs)
- People management experience
- Personal lines experience
PERSONAL ATTRIBUTIONS
- Deciding and initiating action
- Leading and supervising
- Collaborates
- Client focus
- Flexibility and adaptability
- Cultivates innovation
- Analytical thinking
- Influencing/ gaining commitment
- Business acumen
- Coaching and development
SPECIFIC REQUIREMENTS
There will be a probationary period for three months, which consist of the following two phases:
- four week training period after which your knowledge will be assessed;
- on a job evaluation phase during which progress will be measured against your ongoing ability to meet a set targets.
WHO ARE WE
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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