Customer Service Team Leader at Two Mountains

Purpose of the Job

The purpose of the job is to motivate, coach, inspire, train, and direct the Customer Service Team to deliver an exceptional customer experience and meet operational and business objectives.

Key Outputs

• Customer Experience Operations and Services
  • Ensure smooth flow of inquiries and complaints through effective team management. 
  • Promote ongoing development of metrics to continually optimize team performance. 
  • Familiarity with business and management principles involved in strategic planning. • Ensure all customer care representatives are adequately trained.
  • Communicate and coordinate with internal departments to resolve customer queries.
  • Ensuring the team adheres to industry regulations, internal compliance, and risk frameworks. 
  • Create campaigns and appropriate disposition statuses as per the Campaign Management System.
  • Perform quality assurance by listening to a random sample of all calls made to improve customer experience.
  • Monitor daily workflow and ensure customer experience procedures are followed.
  • Continual development and motivation of team.
• Reporting and Administration
  • Submit reports on customer service and productivity.
  • Compile and present weekly and monthly review report and engage with stakeholders.
  • Compile and analyze customer queries trends to ensure performance improvement.
• Stakeholder Management
  • Collaborate with Customer Experience Manager to discuss possible improvements to customer service.
  • Communicate and build relationships with internal and external stakeholders.
• Treat Customer Fairly (TCF)
  • Ensure compliance with respect to LTIA, FAIS AND TCF and other related regulations.
  • Report any TCF principle deviations to management. 
  • Derive tactical interventions to address unsatisfactory regulatory requirements.
• Human Capital Management
  • Manage employees by planning and evaluating activities to
    accomplish Departmental objectives.
  • Recruit, select and train employees.
  • Identify successors within Department, align PDP’s, coach and mentor employees to achieve personal growth targets.
  • Ensure employees remains engaged and inspired towards achieving Departmental objectives.
  • Ensure a safe, secure and legally compliant work environment.

Minimum Qualifications

• Relevant qualification equivalent to NQF Level 6
• RE1 will be advantageous

Experience Required

• 5+ years’ Customer Service / Customer Care experience in a Contact Centre / Insurance Industry Environment
• Project Planning (advantageous)
• Business report writing skills
• FAIS – Long Term
• Ability to utilize Campaign and Policy Administration systems.

Technical Competencies

• Track record of building talent
• Able to balance the need of delivering a creative experience and a profitable result.

Computer Literacy

• MS Office Suite

Behavioral Competencies

• Strong personality, with the confidence to take the initiative. 
• Business Orientation, Leadership, Planning & Organizing, Analytical thinking (incl. Problem Solving)
• Ability to take initiative and achieve results. 
• Excellent verbal and written communication skills
• Teamwork, Work Ethics and Values.