Active Jobs at Believe Resourcing Group

About the Role

• The Supervisor will oversee the daily operations of several Claims Handling Teams, ensuring they achieve performance targets and maintain high standards of service. Working through Team Leaders, the Supervisor will manage workflows, offering guidance, support, and strategic leadership. This role requires experience in managing teams skilled in insurance and claims processes, including travel insurance where relevant. The Supervisor will be responsible for ensuring compliance with established protocols, meeting service level agreements (SLAs), and driving ongoing improvements in operational efficiency.

Key Responsibilities

• Meet and exceed campaign targets in line with SLAs.
• Provide monthly reports to Senior Management on KPIs, gaps, and progress.
• Hold regular meetings with Team Leaders to address concerns.
• Ensure performance management for all direct reports per company protocols.
• Collaborate with HR on Industrial Relations activities.
• Oversee productivity, scheduling, absenteeism, and data management.
• Coach and mentor direct reports and agents as needed.
• Maintain consistent team communication.
• Manage project and ad-hoc tasks from the BPO Manager.
• Support technical training for new agents and serve as a technical reference for the team.
• Review MI with QA support to meet KPIs and assist in technical coaching.
• Ensure all operational targets and QA/productivity KPIs are met.
• Escalate issues to the BPO Manager.
• Lead and develop the team with regular feedback and coaching reviews.
• Organise meetings to resolve issues and discuss updates.
• Follow meeting protocols, including agendas and action tracking.
• Conduct coaching and training sessions as needed.
• Hold one-on-ones with Team Leaders and agents.
• Ensure compliance with company policies and procedures.
• Recognise agent development needs and achievements.
• Communicate with policyholders by phone when necessary.

Requirements

• Native English or advanced proficiency in both written and spoken English.
• Previous experience in insurance operations is essential.
• Strong leadership and team management capabilities.
• In-depth knowledge of insurance operational policies and procedures.
• Proven experience in planning and developing projects.
• Claims handling experience, particularly in health or travel insurance, is preferred.
• Prior experience in telephone customer service is required.
• Proficient in computer usage.
• Skilled in process analysis and continuous improvement.
• Strong numerical skills.
   

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Role Overview:

• The organisation is seeking a dynamic Vice President of Quality Excellence who embodies a commitment to quality in a BPO environment. This pivotal role will focus on enhancing operational performance and delivering exceptional value to clients through innovative quality management strategies.

Why Join the Company?

• In addition to a competitive salary and generous bonus structure, the organisation offers private healthcare, income protection insurance, and a rewarding pension plan. They promote a diverse and inclusive work environment, fostering a culture of collaboration and respect.

Key Responsibilities:

• Quality Strategy Development: Lead the creation and execution of process improvement strategies that align with client priorities and drive value delivery.
• Team Leadership: Build and nurture a high-performing Quality Excellence team, fostering engagement and professional development.
• Client Relationships: Cultivate strong partnerships with internal and external stakeholders to identify improvement opportunities and implement transformation initiatives.
• Performance Management: Develop diagnostic toolkits and best practice solutions to enhance quality assurance delivery while ensuring cost-effectiveness.
• Cultural Leadership: Champion a culture of quality and continuous improvement within the organisation, ensuring independence in Quality Performance reporting.

Key Qualifications:

• Proven experience in a quality-focused leadership role within a BPO setting, demonstrating a deep understanding of quality assurance and process improvement.
• Strong knowledge of quality systems (ISO, COPC) and operational planning.
• Proficiency in quality analysis tools (Minitab, MS-VISIO) and call recording systems.
• Exceptional communication and project management skills, with a strategic and analytical mindset.
• Ability to coach and develop talent while driving team engagement and retention.
   

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About the Role

• Our client is looking for a skilled Bookkeeper with advanced experience in Syspro to manage and maintain financial records, ensuring accuracy and compliance. This role requires expertise in key financial tasks, from reconciliations to general ledger management.

Key Responsibilities

• Maintain cashbooks and perform cashbook reconciliations
• Manage creditors and perform creditor reconciliations
• Oversee debtors and execute debtor reconciliations
• Handle general ledger account reconciliations
• Perform VAT reconciliations and ensure compliance

Requirements

• Proven experience with Syspro
• Experience in bookkeeping and finance
• Strong attention to detail and accuracy.
• Excellent organisational and time-management skills.
• Ability to work independently and as part of a team.
• Good communication and interpersonal skills.
   

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About the Role:

• As the Office Manager, you’ll be central in ensuring their operations run smoothly. Responsibilities will include scheduling jobs, managing client communications, and supporting Technicians by preparing quotations. An understanding of iOS systems is advantageous, as you'll also be managing tasks through these systems. 

Requirements:

• Matric;
• Proficiency in Microsoft Office (Excel, Word);
• Strong organisational skills;
• Excellent communication in English and Afrikaans;
• Ability to prepare quotations for Technicians;
• Understanding of iOS systems (advantageous). 

Responsibilities:

• Manage job scheduling and client communications;
• Oversee administrative tasks and ensure the office runs efficiently;
• Handle front-of-house duties, including greeting visitors and managing calls;
• Preparing quotations for Technicians and assisting with their scheduling needs.
   

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About the Role

• As the Team Leader, you will manage a team of 20 members in a call centre environment. Your role will involve providing leadership, ensuring quality control, conducting customer satisfaction calls, and coaching your team to deliver exceptional service. With 10 or more years of call centre experience, ideally in telesales or customer service, you will leverage your skills to drive team success and operational excellence.

Requirements

• Minimum of 10 years of leadership experience within a call centre environment;
• Background in customer service, telesales, debt management, or financial services (advantageous);
• Proven experience in quality control, customer satisfaction, and team coaching;
• Proficient in Excel and other spreadsheet tools for performance tracking;
• Strong verbal and written communication skills;
• Attention to detail and commitment to high standards in processes and results.

Key Responsibilities

• Lead and mentor a team of 20 call centre agents;
• Conduct quality control by monitoring calls and providing constructive feedback;
• Handle customer satisfaction calls and resolve any complaints effectively;
• Ensure team members adhere to scripts and book appointments efficiently;
• Coach and guide team members to improve performance and reach targets;
• Use Excel and other spreadsheet tools to track and manage team performance;
• Support sales and outbound call campaigns to drive business results;
• Focus on financial wellness and debt management solutions where applicable.