Team Leader - Client Services at Telesure Group Services

Job description

Job Purpose

The Client services team leader contributes to the organisations strategy through driving effective individual, team development and leadership, in order to ensure customer and company objectives are achieved by operationalising strategic and tactical initiatives through innovation.

Job Objectives/Outputs

• Implement, drive and monitor group strategy and operational efficiency through team members and systems to achieve group targets and results (Sales targets, SQA, Adherence, Absenteeism etc.
• Ensure consistent customer satisfaction by coaching, monitoring and measuring in order to achieve customer results within a team.
• Effectively lead, manage and align the team through the agreed methodologies and frameworks. Leading, coaching, recruiting, staff retention, development, performance management, empowerment etc.) in order to achieve organisational goals and objectives.
• Build and maintain effective relationships (internal and/or external) through networking and connecting.
• Investigate and explore innovative methods in which to lead, optimise and develop team and business through people, systems and processes.
• Responsible for all aspects of staff resourcing, succession planning, management and development ensuring the right people are in place to support service delivery, achieving production and performance targets at all times.

    Essential:
Grade 12 (Standard 10) with University Entrance (NQF4)

    Desired:

Management diploma / degree

    Experience:

    Essential:
3 years in Customer Care

    Desirable:
Experience in a management role - insurance industry contact centre experience

    Knowledge of:

    Desirable:

• Knowledge of underwriting
• Knowledge of the short-term insurance industry
• Contact Centre Management
• Knowledge of contact centre software (e.g. Avaya/CMS)