Posted on: 04 September 2018
ID 539449

Call Centre Team leader (Insurance)


The Call Centre Team Leader in partnership with the Head of Travel will be responsible for developing and implementing strategy of the call centre. Drive overall performance, client centricity, performance excellence and sales in the environment. Leader will be responsible for day to day running of the call centre, process improvements and operational efficiencies within the environment.


·         Key Stakeholders

·         All Business Units

·         External Customers 

Qualifications / Experience

·         Matric

·         Minimum 2-3 years Leadership experience within a Call Centre environment

·         Must be FAIS Compliant and have completed the RE (Regulatory Exam)


·         Ability to coach, mentor and drive performance

·         Proficient in relevant computer applications (Excel, Word, Powerpoint)

·         Excellent Business Writing skills

·         Process improvement

Key Tasks & Accountabilities:

·         Manage and lead a team of inbound and outbound consultants

·         Ensure customer satisfaction, quality and productivity within the team

·         Drive a culture of service excellence and a learning environment

·         Develop call center initiatives which motivate and drive performance

·         Provide coaching and feedback to consultants to enable them to reach their full potential

·         Performance management

·         Mentoring and developing consultants

·         Quality Assurance (review, provide feedback, coach and support where needed)

·         Focus and meet business requirements

·         Stakeholder management

·         Ensure excellent customer service levels are consistently met

·         Responsible for delivering results as per Service Level Agreements in place with external customers

·         Manage escalation of complaints and queries

·         Compile daily call center reports

·         Ensure that manual call outcomes report’s balance to system call reports daily

·         Monitor daily abandonment ratios and service levels

·         Supervise the day-to-day operations of the team 

·         Manage customer complaints as first point of resolution

·         Consistently monitor engagement levels within the team and come up with ways to keep the team engaged

·         Provide leadership, guidance and support to the call center agents

·         Assist in the management of staff rosters to meet anticipated business requirements to the agreed standards

·         Required language proficiency – English and Afrikaans preferably

·         Knowledge of customer service principles and practices

·         Knowledge of call center telephony and technology

·         Experience in a customer service environment

·         Some sales experience would be to your advantage

Technical Skills

·         Management and Leadership skills

·         Excellent customer service skills

·         Problem solving and analytical skills

·         Planning and organization skills

·         Communication and interpersonal skills

·         Computer literacy skills – Microsoft Office / Windows environment

·         Basic report writing skills

·         Ability to prioritize and control workload of a team

·         Ability to work as part of a team

·         Relationship Building

·         Customer Centric

·         Negotiation skills

·         Decision Making skills

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