Team Leader: Contact Centre

5 months ago

Pretoria, South Africa Sanlam Full time

Build a successful career with us
We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development. What will you do?
Manage and lead a team of agents to exceed customer expectations on a digital electronic platform
Coach and develop team members to achieve various customer and company Key Performance Indicators
Engage with the necessary product teams to gain understanding of QA and resource requirements when new products & services are being introduced.
Effectively manage behaviours with individuals to ensure company strategic goals are achieved.
Support all team members by living and displaying the values whilst coaching, holding effective team meetings, and supporting the team with escalated customer interactions
Identify skill and competency gaps to provide the necessary training and coaching
Handle escalations, analyse first time contact resolution targets and support the team to achieve goals.
Effectively communicate all relevant information to staff through team meetings and all other relevant communication methods
Provide statistical and performance feedback and coaching on a regular basis
Establishe work procedures and processes that support the company and departmental standards, procedures and strategic directives.
Quality assurance
Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmark as well as Customer scoring metrics
Will understand Quality framework, in depth to ensure effective coaching can be delivered in both 1:1 and team-based sessions
Capable of taking part in client and internal calibration sessions, demonstrating a strong understand of Customer Service, Digital Engagements and the agreed Quality Framework
Manage ongoing performance in line with Performance Management structure and learning and development outcomes.
Management
This position does have a management responsibility. The successful incumbent will have approximately 8-10 agents reporting into them and will have to ensure that relevant information and data is cascaded as necessary to all stakeholders Qualifications and experience
Matric/Grade 12
Relevant business degree or diploma or industry related qualification
2 - 3 years Team Leader experience
2 - 3 years industry specific experience within a Team Leader capacity would be to your advantage
Skills and abilities
Excellent leadership skills
Excellent communication skills both written and verbal
Strong ability to organise with time management skills
Working with people to create a culture focused environment
Client centric orientation
Strong administrative skills
Persuading and influencing
Creating and Innovation
Coping with pressures and setbacks
Achieving personal work goals and objectives
Ability to use Initiative
Ability to work autonomously
Ability to maintain objectivity and remains impartial
Turnaround time

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