Call Centre Team Leader

1 week ago

Sandton, Gauteng, South Africa Momentum Group Limited Full time R1 000 000 - R1 500 000 per year
Introduction

Through our client-facing brandsMomentum Group, with Multiply(wellness and rewards programme),and our other specialist brands,including Guardrisk and ErisProperty Group.The group enablesbusiness and people from all walksof life to achieve their financialgoals andl ife aspirations. We helppeople grow their savings, protectwhat matters to them and invest forthe future. We help companies andorganisations care for and rewardtheir employees and members.



Role Purpose

Lead the team to achieve the required Service Level Agreements with our clients, while providing effective and efficient service focusing on management of individual and team performance in the correspondence team.



Duties & Responsibilities
  • Ensure timeous resolution of all queries and problems escalated.
  • Implementation of mechanisms to maintain and improve client service.
  • Manage individual performance and provide appropriate training and coaching where necessary.
  • Contribute to the development of plans and processes 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 in order 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 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 efficiency.
  • Develop processes and procedures to increase effectiveness and quality of service 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.
  • Ensure business objectives, goals and strategy are filtered to team.


Requirements
  • Matric
  • Relevant Tertiary Qualification will be an advantage.
  • 2 years written correspondence experience essential.
  • 2 to 3 years leadership experience will be an advantage.
  • Knowledge of the Oracle 1 system essential.
  • Knowledge of the healthcare industry essential
  • Client service experience in the medical aid environment is essential.
  • Current Knowledge of Momentum Medical Scheme.


Competencies
  • Business Acumen
  • Business writing skills
  • 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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