|Company||AVBOB Mutual Assurance Society|
|Location||Pretoria, Gauteng, South Africa|
The above-mentioned position is within the Call Centre Department.
|Job Functions||Administration,Call Centre|
-Ensure agreed customer service standards are consistently met.
-Supervise the day to day operation of the Call Centre.
-Consistently monitor staff capacity levels and liaise with management regarding any adjustments required.
-Conduct regular coaching and feedback sessions with agents on their performance.
-Handle escalated enquiries in the Call Centre.
-Identify training needs in the Call Centre through regular call quality assessments and NPS feedback.
-Conduct quality monitoring sessions in the Call Centre.
-Actively participate in performance appraisals in the Call Centre.
-Provide guidance and support to agents.
-Consistently monitor systems with a view to recommending changes/ updates to improve them.
-Assist in the management of shifts to meet the anticipated business requirements to the agreed standards.
-Ensure a Service Level and abandon rate standards are achieved continuously.
QUALIFICATIONS REQUIRED FOR THE POSITION:
-Certificate of Profiency in Insurance (COP) will be an advantage.
-Tertiary qualification will be an added advantage.
EXPERIENCE REQUIRED FOR THE POSITION:
-3 Years’ experience in a long term insurance industry; in particular the execution of the full functions in Policy Services and/ or Premium Admin at a senior level.
-Experience in a Client Service’s environment.
-Good knowledge and interpretation of policy records and premium histories.
SKILLS REQUIRED FOR THE POSITION:
-Ability to work independently; show initiative; be responsible with good decision making ability.
-Supervisory & Leadership skills.
-Administration & organization skills.
-Communication and interpersonal skills.
-Computer & Microsoft Offices/ Windows environment.
-Basic report writing skills.
It could be expected of successful candidates to work Saturdays and after hours on weekdays.
|Job Closing Date||11/08/2021|