Us Client Services Team Leader
2 days ago
Surgo has partnered with a specialist global cyclist insurance solutions company recruiting for an energetic, motivated, and forward-thinking US Client Services Team Leader to join their team based in Stellenbosch, Western Cape.
You will have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun. We take on all challenges and dream big
**Job Purpose**:
You will be responsible for developing this new role into a key building block in the success of our US business
You will have several years of experience where your ability to handle challenging and complex assignments are key attributes
You will have the ability and maturity to work with little instruction on a day-to-day basis
You will provide operational support for Call Centre technology and operational functions including Sales, Marketing, and Customer Service
This position will recommend and implement operational improvements as well as ensure adherence to operational practices and procedures
You will provide operational input into strategic planning for future growth opportunities. This position will evaluate and implement new tools and technologies
**Responsibilities**:
Support call centre technology functions across multiple platforms
Responsible for the scheduling of the call centre resources
Responsible for call centre reporting and making recommendations to management on real-time staffing needs; analyse support metrics and identify trends
Responsible for monitoring, auditing, and reporting on all customer services functions
Responsible for daily, weekly, and monthly reporting requirements in the US region for sales, incentives, claims, partners, and other ad-hoc reports
You will have the ability to understand and interpret the data and regional objectives in a way that can be operationalised
Play a leadership role within the operations team for the US
Communicate and provide feedback effectively to the customer service team
Continuous implementation of call centre improvements
Take ownership of reporting improvements with the goal to automate where possible
**Requirements**:
Call Centre Experience (preferred)
Strong analytical background
Experience in a fast-paced multi region environment
Communication skills (Written & Verbal)
Attention to detail and the ability to multitask
Experience in supporting sales or operational environment
Tertiary qualification
Exposure across a broad range of technology platforms
Broad operational experience will be a bonus
2-4 years working experience (1 year in a team lead role)
**Salary**: Market related salary plus shift allowance
**Working Hours**:
- Nov - March // 16h00 - 01h00
- April - October // 15h00 - 00h00
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