Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
Provides statistical and performance feedback and coaching on a regular basis to each team member
Writes and administers performance reviews for skill improvement
Ensures employees have appropriate training and other resources to perform their jobs
Responds to and resolves employee relations issues expressed by team members
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
Addresses disciplinary and/or performance problems according to company policy to the Manager
Assists the manager with daily operation of the call centre
Works as a member/leader of special or ongoing projects that are important to area/process improvement
Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively
Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives
Uses appropriate judgment in upward communication regarding department or employee concerns
Duties and responsibilities is not limited to the above
Qualifications and Experience
Grade 12 / Matric
2 – 3 years work experience in a same or similar role
Background in Insurance / Motor Industry
Computer literate – MS Word, Excel, and Outlook (knowledge/experience)
Excellent communication (verbal and written) - Good command of the English language
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