Team Manager at Santam Insurance

The Team Manager will manage a team of contact centre consultants. Ensuring that the team reaches target(s) by monitoring individual performance on a constant basis. The team manager should also be knowledgeable on all aspects of the products, systems and processes. Mentors the team and gives constant real-time support in terms of query resolution.

What will make you successful in this role?

• Builds and maintains a high performing team which consistently delivers a “Wow” customer experience in terms of care, professionalism, knowledge and contact resolution
• Facilitates the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experience
• Inspires, leads, engages, coaches, develops and motivates a team of dynamic and successful customer-facing agents to deliver the best service in the insurance industry
• Manages people related matters i.e. attendance, absence and attrition within the team to ensure service level contributions are met/exceeded
• Manages and improves performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gaps
• and/or through written correspondence
• Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn-around times
• Improve customer satisfaction, experience and insight
• Manage own development to increase own competencies
• Deliver exceptional customer service that exceeds customers’ expectations through proactive, innovative and appropriate solutions
• Ensuring achievement of underwriting and profitability objectives through internal processes.
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets

Qualifications

And Experience

• Completed Matric (Grade 12)
• 2-3 years’ people management experience
• 2-3 years’ experience in an operational environment (preferably within the short-term insurance industry)
• A relevant short-term insurance related qualification will be advantageous
• FAIS compliance (NQF Level 4) - with credits in commercial or personal lines

Knowledge And Skills

• Drive service targets
• Coaching, quality and compliance
• Reporting and communication
• Management of employees