Customer Service Team Lead at Telesure Investment Holdings (TIH)

Introduction
To engage with, develop and motivate a team of customer service consultants to deliver a high quality low effort customer experience who are available to attend to incoming customer inquiries and achieve their key performance indicators in a fully compliant manner

Specification

• 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.

Education
Requirements

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

Experience

• Essential: 2 – 3 years’ experience in Customer Care Experience
• Desirable: Experience in a management role – contact centre experience

Knowledge Of

• Knowledge of short-term insurance industry
• Contact Centre Management
• Knowledge of contact centre software

Skills

• Computer literate
• Communication skills
• Analytical skills
• Problem solving
• Conflict resolution
• Adaptability to change
• Stress tolerance
• Resilience
• Customer centricity
• Leadership skills (e.g. coaching)
• Presentation skills
• Persuading and influencing