Insurance Team Leader - Durban, South Africa - Careerbox

Careerbox

Verified Company

Durban, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Position:
Team Leader

Working Hours:
UK and US Hours

Introduction

Purpose

To provide quality and efficient service to our clients leading, managing, developing, and motivating a team of call centre agents.

Duties & Responsibilities

Drive the operating rhythm by providing daily direction and communication to agents to ensure that daily and weekly targets are met.
Respond to escalated customer issues from agents.
Continually evaluate agents' performance and conduct regular quality assurance checks of calls, and ensure processes and procedures are adhered to.
Coach agents on issues arising during the course of operations and QA sessions.
Be available for employees who experience work problems by providing appropriate coaching, direction, and resolution.
Respond appropriately to daily discipline issues arising from the team and conduct returntowork interviews as required.
Prepare warnings and ensure effective communication with employees with regards to disciplinary management. Be able to take effective and appropriate decisions relating to corrective action as required.
Identify and implement methods to improve team operations, efficiency, and service to customers and clients.
Provide statistical and performance feedback and coaching to each team member as prescribed by the operating rhythm.
Ensure employees have access to appropriate training and other resources to perform their jobs.
Provide input into work procedures and processes that support the company and departmental procedures.
Create and maintain a highquality work environment so that team members are motivated to perform at their highest level.
Ensure that the physical working space is conducive to a productive working environment.
Provide input into team awards, as well as to implement and manage incentive budgets.

Desired Experience & Qualification

Grade 12 or equivalent NQF4 level qualification.
Tertiary education in Sales / Marketing would be ideal.
Sound knowledge of a CRM system.
12 years' experience as an Agent.
612 months' experience as a Team Leader /Manager in a call centre environment.
Strong MS Excel and PowerPoint skills.
Insurance Experience is a must

Skills and Competencies

People management skills; mentor and drive people development; ensure high levels of employee engagement.
Strong and adaptable communication skills with the ability to influence and motivate.
Active listening skills.
Planning and organisational skills; defining performance standards and meeting service levels; manage resources; good time management.
Coaching skills with an even temperament and the ability to give constructive feedback.
Good interpersonal skills.
Strong analytical abilities; ability to collate, manage and analyse data.
Adaptability / Flexibility.
Problem solving skills and adept at trouble shooting.
Resilient approach and the ability to manage under pressure.
Initiative / Proactive attitude.
Knowledge of the company disciplinary code and procedures.
Financial management; understanding of budgets and working within constraints and consequences of deviations to client relations / service agreements.

To
apply, send us a copy of your updated CV.