Call Centre Team Leader

1 week ago

Sandton, South Africa Momentum Full time

Call Centre Team Leader - Correspondence Talent Pool Join to apply for the Call Centre Team Leader - Correspondence Talent Pool role at Momentum . Role Purpose: Lead the team to achieve required Service Level Agreements with our clients while providing effective and efficient service focusing on the management of individual and team performance in the correspondence team. Requirements Matric Relevant tertiary qualification – advantage 2 years written correspondence experience – essential 2 to 3 years leadership experience – advantage Knowledge of the Oracle 1 system – essential Knowledge of the healthcare industry – essential Client service experience in medical aid environment – essential Current knowledge of Momentum Medical Scheme – essential Responsibilities Ensure timely resolution of all queries and problems escalated. Implement mechanisms to maintain and improve client service. Manage individual performance and provide appropriate training and coaching. Contribute to the development of plans and processes within the area. Manage the achievement of service standards in line with service level agreements. Assess service delivery based on engagement with business stakeholders and analytics, and implement improvement plans. Effectively manage all day‑to‑day team activities and escalations. Maintain effective and efficient record keeping on the relevant system. Conduct regular engagement with team members to cascade information and objectives. Build a capacitated team through innovative hiring and training techniques. Make recommendations to optimise function and service delivery. Collaborate with relevant teams to share best practices and knowledge. Analyse team performance through statistical and reporting methods, engaging team to increase quality and client satisfaction. Manage team and individual performance to meet or exceed defined targets. Identify and report on significant performance issues, implementing plans to resolve them. Develop processes and procedures to increase effectiveness and quality of service provision. Provide efficient administration services through careful planning, reporting, and updating of all related information. Track, control and influence activities to increase operational efficiencies. Cultivate and manage relationships with a variety of stakeholders. Review and present periodic performance reports related to team and resources. Ensure business objectives, goals, and strategy are filtered to team. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Other #J-18808-Ljbffr

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