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First Line Manager

Job in Cape Town, 7100, South Africa
Listing for: Telebest
Full Time position
Listed on 2026-01-08
Job specializations:
  • Management
    Operations Manager, Program / Project Manager, General Management, Business Management
Job Description & How to Apply Below

Our client has an opportunity available for a First Line Manager in the Client Engagement department based in Bellville, Cape Town.

Requirements:

  • Matric.
  • RE Certificate.
  • Short Term Insurance NQF level 4 Qualification.
  • Degree or National Diploma (NQF
    6) with attendance in Insurance Programmes (NQF
    5).
  • 2+ years’ team management experience in a call centre environment.
  • Short term insurance industry knowledge.
  • Knowledge of Call Centre functions and operations.
  • Knowledge of management principles.
  • People management experience.
  • Personal lines experience.

Responsibilities:

  • Drive client service performance against targets.
  • Recruit, coach, develop and motivate staff to ensure optimum performance.
  • Provide effective leadership and motivation to a team of Client Service Consultants.
  • Ensure a consistent and detailed understanding amongst all service team members of the operational shifts, targets, products, business rules and conditions.
  • Drive performance excellence.
  • Actively manage and report on operations and the achievement of targets.
  • Resolve customer queries or complaints effectively and within SLA.
  • Maintain service, quality and desired outputs within a specific functional process.
  • Ensure compliance to tactical policies, procedures and standards.
  • Develop work routines in line with operational plans or schedules.
  • Share knowledge on, and participate in the creation of new standards, control systems and procedures to improve service delivery.
  • Track and resolve operational and performance variations.
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