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Team Leader: Call Centre (C1)

Company AVBOB Mutual Assurance Society
Reference # 100TL01
Published 04/08/2021
Contract Type Permanent
Location Pretoria, Gauteng, South Africa
Introduction
The above-mentioned position is within the Call Centre Department.
Job Functions Administration,Call Centre
Industries Insurance
Specification
RESPONSIBILITIES INCLUDE:

-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.
Requirements
QUALIFICATIONS REQUIRED FOR THE POSITION:

-Grade 12.
-RE5 compulsory.
-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.
-Mathematical skills.
-Analytical 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
   
   
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Last Updated: 30-6-2021 [21.06.02.21]
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