Travel Call Centre Team Leader at Zurich Insurance Company Ltd

Job description

Who we are

Bryte Insurance Company Limited is the premier, proactive commercial risk specialist in Southern Africa. Applying our unparalleled sector insights, proven expertise and foresight, we partner with customers and brokers to protect their businesses and improve their risk profile across the continent. Bryte Insurance Company Limited approaches customer risk with purpose, proactively working with brokers and customers to enable better risk decisions.

Our opportunity

The Travel Call Centre Team Leader in partnership with the Head of Travel will be responsible for developing and implementing strategy of the call centre. Drive overall performance, client centricity, performance excellence and sales in the environment. Leader will be responsible for day to day running of the call centre, process improvements and operational efficiencies within the environment.

Your role

Key Tasks & Accountabilities

• Manage and lead a team of inbound and outbound consultants
• Ensure customer satisfaction, quality and productivity within the team
• Drive a culture of service excellence and a learning environment
• Develop call centre initiatives which motivate and drive performance
• Provide coaching and feedback to consultants to enable them to reach their full potential
• Performance management
• Mentoring and developing consultants
• Quality Assurance (review, provide feedback, coach and support where needed)
• Focus and meet business requirements
• Stakeholder management
• Ensure excellent customer service levels are consistently met
• Responsible for delivering results as per Service Level Agreements in place with external customers
• Manage escalation of complaints and queries
• Compile daily call centre reports
• Ensure that manual call outcomes reports balance to system call reports on a daily basis
• Monitor daily abandonment ratios and service levels
• Supervise the day-to-day operations of the team
• Manage customer complaints as first point of resolution
• Consistently monitor engagement levels within the team and come up with ways to keep the team engaged
• Provide leadership, guidance and support to the call centre agents
• Assist in the management of staff rosters to meet anticipated business requirements to the agreed standards

Qualifications/Experience

Your Skills and Experience

• Matric
• Minimum 2-3 years Leadership experience within a Call Centre environment
• Must be FAIS Compliant and have completed the RE(Regulatory Exam)

Technical Skills

• Management and Leadership skills
• Excellent customer service skills
• Problem solving and analytical skills
• Planning and organisation skills
• Communication and interpersonal skills
• Computer literacy skills – Microsoft Office / Windows environment
• Basic report writing skills
• Ability to prioritise and control workload of a team
• Ability to work as part of a team
• Relationship Building
• Customer Centric
• Negotiation skills
• Decision Making skills

Knowledge

• Ability to coach, mentor and drive performance
• Proficient in relevant computer applications (Excel, Word, Powerpoint)
• Excellent Business Writing skills
• Process improvement
• Required language proficiency – English and Afrikaans preferably
• Knowledge of customer service principles and practices
• Knowledge of call centre telephony and technology
• Experience in a customer service environment
• Some sales experience would be to your advantage

Additional Information

• This role is based at our Head Office (15 Marshall Street, Ferreirasdorp - Johannesburg)
• Within the context of Bryte Insurance Company South Africa Limited's Employment Equity Policy, all eligible candidates will be considered, however, preference will be given in the following order:
• The suitability of the candidate based on job-specific selection criteria of equally suitable candidates, the candidates from the designated group within the ambit of Bryte Insurance Company South Africa Limited's Employment Equity Policy.
• Your application will only be considered should you meet the minimum requirements of the vacancy.
• If you have not received a response within 14 days from the closing date, please consider your application unsuccessful.
• T he company reserves the right not to fill this position.
• If you are looking for an opportunity to grow and develop and truly be part of a global family, please click on the “Apply online” button and complete your personal profile.
• Kindly review your application from time to time to monitor the status of your application.