Team Leader: Customer Call Centre

Reporting to the Manager:
Customer Centre, the successful incumbent is responsible for supervising the call centre, providing support on the escalated queries and complaints of clients who need to lodge claims or follow-up on the progress of a claim. The incumbent will be responsible for the efficient running of the call centre unit by supervising and providing effective end-to-end call centre service to claimants on processes.

• Bachelor’s Degree/ Advanced Diploma in:
  • Communications or Marketing or Customer Care related qualification.
• A call centre qualification will be advantageous.
• Relevant 5 years’ experience in:
  • a Call Centre-related environment of which 2 years must be on a supervisory level.
• Persons with disabilities (PWD) are encouraged to apply.

• Analyse call volume, keep manager informed of call volume changes, and recommend optimal required staff or if change of process will assist in meeting Service Level Agreements.
• Ensure all calls are answered in a timely manner.
• Ensure the safety of staff and the general public through fast and efficient emergency handling.
• Coordinate and monitor system operations done by the control centre to equip front office staff with correct information to customers.
• Recommend gadgets to enhance job performance at the call center.
• Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.
• Ensure the effective and efficient running of the Call Centre.
• Ensure adherence to the time allocated for customer service operations.

• Monitor adherence of the quality assurance processes.
• Assist with escalated customer queries and complaints resolution.
• Provide accurate information on claim status.
• Advise on processes for lodging a claim and applicable documents.
• Provide information and guidance to claimants and attorneys on termination of mandate process.
• Provide guidance in accordance with company Acts and regulations.

• Contribute to the preparation and submission of Regulation reports.
• Aid in the development of functional reporting systems, for management, project or performance reporting.
• Preparation and analysis of the post call survey report.

• Aid in proactive and progressive relationships with key stakeholders.
• Deal with inquiries and requests for information from both internal and external stakeholders.
• Aid in the maintenance of relationships with, service providers or procurement teams and ensure that all relevant procured items are invoiced and paid on time.

• Ensure that good employee’s relations are maintained.
• Provide ongoing support and coaching for employees.
• Ensure that all employees have entered into performance contracts/agreements within the unit.
• Conduct periodic employee’s performance reviews and assessments.
• Develop budgets for the department.

• Planning, organising and coordinating.
• Personal mastery.
• Judgment and decision making.
• Ethics and values.
• Client service orientation.
• Ability to unpack Policies and Standard Operating Procedures and advise on processes.
• Proficient with PowerPoint, Excel, word, PowerPoint and MS project
• Strong understanding of operations.
• Comfortable working with customers.
• Knowledge of customer relationship management.
• Understanding of data entering.
• Customer service knowledge.
• Ability to identify training and coaching gaps.

NB:
Should you not be contacted within 2 weeks of your application, please consider it as unsuccessful.