First Line Manager

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.