Team Leader - Client Engagement at Santam Insurance

Job Description

The Santam Direct Call Centre has a position 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.

What will you do

• 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.

Qualification 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 Skill

• 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