Team Leader (Centurion) at AVBOB South Africa

Description

• We are looking for a motivated and experienced Team Leader to lead our outbound retention and policy validation team.
• This role is ideal for someone with a passion for coaching, performance management, and customer service excellence.
• If you are driven by results, thrive in a fast-paced environment, and enjoy developing people, we want to hear from you!
• You will be working for a well-established company with strong values. In exchange for your services, you will receive a competitive compensation package.
• You will be joining an organisation that values employee development and rewards excellent performance.

YOUR RESPONSIBILTIES WILL INCULDE:

• Lead and support a team of Retention Clerks and ensuring daily targets and call quality standards are achieved.
• Oversee queue management for efficient call flow and resource utilization.
• Provide regular coaching and mentorship to team members, identifying training needs and performance gaps.
• Ensure teams are equipped with the necessary tools, systems, and support to perform at their best.
• Evaluate call quality and compliance; implement corrective actions and development plans as needed.
• Report on team performance, challenges, and improvement initiatives to senior management.
• Facilitate team meetings focused on performance, problem-solving, and continuous improvement.
• Ensure compliance with all company policies, procedures, and service-level agreements.

Requirements

• Matric (Grade 12)
• FAIS-accredited qualification (Advantageous)
• RE5 regulatory certification (Advantageous)
• 2–3 years’ experience in the insurance industry, particularly in a service or call center environment (Essential)
• Proven experience in coaching, mentoring, and performance evaluation
• Strong administrative, analytical, and reporting skills
• Intermediate proficiency in MS Office (Excel, Word, Outlook)
• Clear credit and criminal record