Call Centre Team Leader x2

1 week ago

Centurion, Gauteng, South Africa Momentum Group Limited Full time R450 000 - R800 000 per year
Introduction

Through our client-facing brands Momentum Group, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members.



Role Purpose

Management of individual and team performance and to provide an effective and efficient service to clients within service level agreements in the Call Centre.



Duties & Responsibilities
  • Ensure timeous resolution of all queries and problems escalated
  • Implementation of mechanisms to maintain and improve client service.
  • Manage individual & team performance and provide appropriate training and coaching where necessary.
  • Contribute to the development of plans and process 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 relevant analytics and implement plans for improvement.
  • 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 team objectives.
  • Build a capacitated team through innovative hiring and training techniques.
  • Make recommendations to optimise the function and service delivery.
  • Collaborate with relevant teams by sharing best practices and knowledge to enhance service delivery.
  • Analyse team performance through various statistical and reporting methods and engage with the team to increase quality and client satisfaction.
  • Manage team and individual performance to ensure consistent performance outputs that meet or exceed the defined targets.
  • Identify and report on any significant performance issues and implement a plan to resolve to maintain the team's efficiency.
  • Develop processes and procedures to increase effectiveness and quality of services provision, and to develop proactive ongoing improvement initiatives.
  • Provide efficient administration services through careful and timeous planning, reporting and updating of all related information.
  • Track, control and influence activities with the specific aim to increase and improve operational efficiencies.
  • Cultivate and manage working relationships with a variety of stakeholders.
  • Review and present as required, periodic performance reports related to your team and resources.


Requirements
  • Matric Certificate 
  • Relevant Tertiary Qualification will be an advantage.
  • 2 to 3 years leadership experience is essential.
  • 2 to 3 years Industry is essential.
  • Knowledge of the Oracle systems will be an advantage.
  • Knowledge of the healthcare industry is essential.
  • Client service experience in the medical aid environment is essential.
  • Knowledge of Momentum Medical Scheme is essential.
  • Knowledge of Moto Health Care or Momentum Medical Scheme will be an
    advantage.


Competencies
  • Business Acumen
  • Client/Stakeholder Commitment
  • Drive for Results
  • Leads Change and Innovation
  • Motivating and Inspiring Team
  • Collaboration
  • Impact and Influence
  • Self-Awareness and Insight
  • Diversity and Inclusiveness
  • Growing Talent

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