Call Centre Manager at Santam Insurance

Role Purpose

• The purpose of this role is to ensure that client service levels are maintained within the Contact Centre. Lead and manage a team of Client Service Consultants within the larger Client service team. the Incumbent must be available to work shifts and also Saturdays and as per the shift schedule.

Qualifications and Experience

• Matric certificate or equivalent qualification
• FAIS complaint
• Insurance related qualification
• Computer literate (MS Word, MS Excel and MS Power Point)
• Experience in high volume processes management (advantageous)
• Minimum 2 years’ team management experience in a call center    

Key Responsibilities

• Best practice in respect of people management
• Drive Client service performance against targets 
• Recruit, coach, develop and motivate staff to ensure optimum performance 
• Process and operations management
• Client service management
• Ensure all operational problems are rapidly analysed and resolved
• Apply basic statistical/data analytics to track and improve performance and its variations
• Address and Resolve operational performance variations
• Resolve customer queries or complaints effectively and within the SLA

Competencies

• Driving Strategy
• Reporting – attentions to detail and tracking performance
• Client Focus – Adhere to strict turnaround times
• Internal stakeholder focus – Adhere to SOP and TAT
• Decision Making
• Enabling Innovation 
• Problem Solving
• Team Work
• Planning and Organising
• Enabling Innovation
• Continues Learning
• Talent-Focused Leadership
• Talent Enablement
• Emotional Intelligence

Skills

• Experience in high volume processes management (advantageous)
• Experience in Guidewire ClaimCenter Claims
• Experience in developing & coaching staff
• People Management
• Negotiation skills
• Knowledge of quality processes
• Presentation skills
• Proficient in English
• Good communication (verbal & written )
• Experience in Workflow Management
• Relevant systems knowledge
• Strong client service orientation
• Good knowledge and interpretation of insurance contracts