Insurance Team Leader

2 weeks ago

Durban, KwaZulu-Natal, South Africa Careerbox Full time

Position:
Team Leader

Working Hours:
UK and US Hours

Introduction

Purpose


To provide quality and efficient service to our clients leading, managing, developing, and motivating a team of call centre agents.


Duties & Responsibilities

  • Drive the operating rhythm by providing daily direction and communication to agents to ensure that daily and weekly targets are met.
  • Respond to escalated customer issues from agents.
  • Continually evaluate agents' performance and conduct regular quality assurance checks of calls, and ensure processes and procedures are adhered to.
  • Coach agents on issues arising during the course of operations and QA sessions.
  • Be available for employees who experience work problems by providing appropriate coaching, direction, and resolution.
  • Respond appropriately to daily discipline issues arising from the team and conduct returntowork interviews as required.
  • Prepare warnings and ensure effective communication with employees with regards to disciplinary management. Be able to take effective and appropriate decisions relating to corrective action as required.
  • Identify and implement methods to improve team operations, efficiency, and service to customers and clients.
  • Provide statistical and performance feedback and coaching to each team member as prescribed by the operating rhythm.
  • Ensure employees have access to appropriate training and other resources to perform their jobs.
  • Provide input into work procedures and processes that support the company and departmental procedures.
  • Create and maintain a highquality work environment so that team members are motivated to perform at their highest level.
  • Ensure that the physical working space is conducive to a productive working environment.
  • Provide input into team awards, as well as to implement and manage incentive budgets.

Desired Experience & Qualification

  • Grade 12 or equivalent NQF4 level qualification.
  • Tertiary education in Sales / Marketing would be ideal.
  • Sound knowledge of a CRM system.
  • 12 years' experience as an Agent.
  • 612 months' experience as a Team Leader /Manager in a call centre environment.
  • Strong MS Excel and PowerPoint skills.
  • Insurance Experience is a must

Skills and Competencies

  • People management skills; mentor and drive people development; ensure high levels of employee engagement.
  • Strong and adaptable communication skills with the ability to influence and motivate.
  • Active listening skills.
  • Planning and organisational skills; defining performance standards and meeting service levels; manage resources; good time management.
  • Coaching skills with an even temperament and the ability to give constructive feedback.
  • Good interpersonal skills.
  • Strong analytical abilities; ability to collate, manage and analyse data.
  • Adaptability / Flexibility.
  • Problem solving skills and adept at trouble shooting.
  • Resilient approach and the ability to manage under pressure.
  • Initiative / Proactive attitude.
  • Knowledge of the company disciplinary code and procedures.
  • Financial management; understanding of budgets and working within constraints and consequences of deviations to client relations / service agreements.
To
apply, send us a copy of your updated CV.

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