Call Centre Skills Coach

Who are we?
Glacier by Sanlam brings together leading experts and respected financial services companies to meet clients’ investment needs. We deliver focused investment services through specialist teams, partner with acclaimed financial intermediaries and pride ourselves on our superior products and solutions and high quality service. We offer a comprehensive range of investment solutions, designed to assist in the creation and preservation of wealth. Our offering encompasses local investments, including fixed term investments and investments with guarantees, international investments, retirement saving solutions, and retirement income solutions. While each solution has its own distinct purpose, they all share the world-class quality and commitment that have come to distinguish Glacier. What will you do?
Under limited supervision, provides key support for functional groups, including performance of a wide variety of specialised clerical functions involving compiling and arranging data, making computations, laying out and preparing reports, processing and coding documents and maintaining specialised and comprehensive records and filing. Sets up and prepares statistical reports. Resolves discrepancies and may communicate with a variety of administrative and professional employees within and outside the company. What will make you successful in this role?
Job purpose
The Call Centre Skills coach will be responsible for coaching consultants on functional and technical knowledge within the framework of our TCF goals and our aspiration to have world-class interactions in every call.
Key outcomes
The following outcomes will be expected to be achieved by the Call Centre Skills Coach:

- Provide coaching and technical support (on products, processes, business rules and the administration systems & websites) to team members.
- Assist support managers in identifying training and development needs of individuals to ensure gaps are addressed.
- Engaging client with other services teams on cases that require escalations
- Perform investigations where necessary.
- Provide consultants and support managers with feedback where necessary.
- Involved in ad-hoc client call centre projects

Qualifications and experience
- Matric / Grade 12
- A relevant financial degree / qualification
- 3 years client experience within the Glacier client service environment

Competencies
- Client Focus
- Collaborates
- Cultivates innovation
- Drives results
- Being Resilient
- Communication skills - Written & Verbal (English and Afrikaans)
- Coaching ability
- Strong interpersonal skills
- Influencing and persuasion skills
- Planning, prioritising and coordinating

Attributes
- Positive, enthusiastic attitude
- Teamwork
- Ability to thrive under pressure
- Honesty, integrity and respect
- Ability to adapt to change Qualification and Experience Grade 12 with 3 to 4 years related experience. Knowledge and Skills Processing transactions and conduct simple calculations Record keeping; filing and maintenance of databases Maintain work standards and quality verification Data Collection and processing of transactions Procedures Knowledge Personal Attributes Plans and aligns - Contributing independently Interpersonal savvy - Contributing independently Communicates effectively - Contributing independently Optimises work processes - Contributing independently 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. Core Competencies Being resilient - Contributing independently Collaborates - Contributing independently Cultivates innovation - Contributing independently Customer focus - Contributing independently Drives results - Contributing independently Turnaround time
The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.