First Line Manager at Santam Insurance

What will you do?

The Santam Direct Call Centre has three positions available for a First Line Manager in the Client Engagement department. The role is based in Bellville, Cape Town.

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

• Drive client service performance against targets.
• Recruit, coach, develop and motivate staff to ensure optimum performance.
• Provide effective leadership and motivation to a team of Client Service Consultants to ensure performance targets are achieved in line with the organisation’s culture and values.
• Ensure a consistent and detailed understanding amongst all service team members of the operational shifts, targets, products, business rules and conditions.
• Communicate nature, rules and all related information for campaigns and transfers.
• Drive performance excellence by developing service level strategies, monitor and manage individual and team performance targets, accomplishments, related incentives and team expense budget against set targets.
• Manage resource capacity planning and utilization thereof to support the achievement of service levels across.
• Actively manage and report on operations and the achievement of targets.
• Resolve customer queries or complaints effectively and within SLA,

maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.

• Develop work routines in line with operational plans/schedules in order to manage achievement of service delivery goals.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to improve service delivery.
• Track and resolve operational and performance variations.

What will make you successful in this role?

Qualifications And Experience

• Grade 12
• RE Certificate
• Short Term Insurance Qualification (NQF Level 4)
• Degree or National Diploma (NQF 6) with attendance in Insurance Programmes (NQF 5)
• Minimum 2 years’ team management experience in a call centre environment

Specific Requirements

There will be a probationary period for three months, which consist of the following two phases:

• four week training period after which your knowledge will be assessed; and
• on a job evaluation phase during which progress will be measured against your ongoing ability to meet a set sales target.

Knowledge And Skills

• Short term insurance industry knowledge
• Knowledge of Call Centre function and operations (telephony, workplace scheduling, metrics)
• Knowledge of management principles
• Finance for non-financial managers (budgeting, managing transactional costs)
• People management experience
• Personal lines experience

Knowledge And Skills

• Drive leads and service targets
• Coaching, quality and compliance
• Reporting and communication
• Management of employees
• Personal Attributes
• Decision quality - Contributing independently
• Interpersonal savvy - Contributing independently
• Plans and aligns - Contributing independently
• Directs work - Contributing independently