Senior Team Lead
2 weeks ago
Telebest is seeking a highly skilled and experienced First Line Manager to join our Client Engagement department in Bellville, Cape Town.
About the Role:We are looking for a results-driven professional to lead our team of Client Service Consultants and drive client service performance against targets. The ideal candidate will have a strong background in team management, short-term insurance industry knowledge, and experience in call centre operations.
Key Responsibilities:- Drive client service performance against targets and ensure a consistent and detailed understanding amongst all service team members of the operational shifts, targets, products, business rules, and conditions.
- Recruit, coach, develop, and motivate staff to ensure optimum performance and provide effective leadership and motivation to the team.
- Actively manage and report on operations and the achievement of targets, and resolve customer queries or complaints effectively and within SLA.
- Maintain service, quality, and desired outputs within a specific functional process and ensure compliance to tactical policies, procedures, and standards.
- Develop work routines in line with operational plans or schedules and 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.
- 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.
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