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Job Description
We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through, effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.
Key Responsibilities Areas
People
- To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programmes.
Stakeholder Management
- To ensure successful delivery of any project, programme or activity by engaging with an individual, group or organisation that will be affected by a programme.
Analytical
- To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment.
Financials
- To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently.
Qualifications
Qualifications
- Grade 12/Matric
- Tertiary qualification in management will be beneficial
Experience, Knowledge, Skills and Attributes Required:
- A proven track record of delivering against client, customer and business outcomes
- 2 years’ experience working within an insurance environment
- More than 2 years’ experience working in a management role
- Experience in the BPO/contact center environment will be beneficial
Behavioural Traits Required
- Communication and written skills
- Problem solving
- Analytical Thinking
- Conflict Management
- Strategic Thinking
- Time Management
Job-Related Knowledge, Competencies & Skills Required
- HR Process Knowledge
- Stakeholder Management
- Report writing
- Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
- Management skills
- Good understanding of the BPO industry
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Main Purpose
Manages the Retail Operations and Support Team, to delivery outstanding customer online experiences, aligning with Customer First principles and a modern luxury approach
Key Responsibilities
MANAGES PERFORMANCE
- Manage the performance of this Team to ensure the delivery of outstanding customer experiences
- Personally demonstrate the Customer First and modern luxury principles and lead their implementation by this Team
- Maintain audit processes to ensure data completeness and accuracy by the Team
MANAGES THE TEAM
- Motivates and supports a high performance Team
- Facilitates seamless and efficient interactions with related Teams and all stakeholders (including Agents/Retailers), while driving a culture of team work
- Communicate with the Team to share information
- Monitors and manages the performance of the Team and individual members related to KPIs and achievement of objectives
- Monitor day-to-day performance and training of each member of the Team, providing feedback on performance
- Manage non-compliance, under-performance and corrective actions
- Manage the inductions of new Team members
- Coaches individuals to develop their knowledge of products, technologies, systems and processes, as well as improving their customer handling skills and positive conversations
- Manage succession into key roles to develop talented individuals
- Monitor and actioning survey results in support of improved Team performance and customer service excellence
- Schedule the availability of staff for key activities over the entire committed service delivery days and times (taking into consideration training time, leave and sick leave, demands and peak time requirements)
OVERSEES KEY ACTIVITIES
- Provides first line support to customers, retailers/agents and the Teams, without unnecessary hand-overs
- Runs daily/weekly meetings for the Team to track and manage performance, share information and manage issues
- Talk to customers and Agents/Retailers to resolve escalated issues and complaints, ensure customer satisfaction and delight, and facilitate successful sales deal progress
- Work with Management to refine and develop objectives for new vehicle sales operations
- Align processes to ensure a seamless customer journey – we do the effort so our customer don’t have to worry
DRIVES IMPROVEMENT
- Organize regular meetings to review KPIs and identify better ways of doing things
- Implement pro-active approaches to identify recurring problems
- Lead or support initiatives to deliver a continuous improvement to ways of work and service delivery excellence
- Support the Teams to adapt to change, growth, improvement
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Key Responsibilities Areas
People
- To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programmes.
Stakeholder Management
- To ensure successful delivery of any project, programme or activity by engaging with an individual, group or organisation that will be affected by a programme.
Analytical
- To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment.
Financials
- To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently.
Qualifications Required:
- Essential: Grade 12
- Preferred: Tertiary qualification in management or relevant proven contact center experience
Experience, Knowledge, Skills and Attributes Required:
- A proven track record of delivering against client, customer and business outcomes
- 2 years’ experience working within a contact center
- More than 2 years’ experience working in a management role
- Managing scale of 12-14, either as part of development opportunity or a previous role
Preferred
- More than 2 years’ experience working within the BPO sector
- More than 2 years’ experience working in a management role
- Experience managing Omni-channel customer operations
Behavioural Traits Required
- Communication and written skills
- Problem solving
- Analytical Thinking
- Conflict Management
- Strategic Thinking
- Time Management
Job-Related Knowledge, Competencies & Skills Required
- HR Process Knowledge
- Stakeholder Management
- Report writing
- Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
- Management skills
- Good understanding of the BPO industry
Qualifications And Experience
Qualifications
- Minimum requirement :Degree
- Maths and/or Maths literacy is advantageous
- Customer service experience
- UK call center experience advantageous
Required Skills
- Computer literacy (Essential).
- Proficient in MS Word, Email and good typing speed (Essential).
- Neutral accent with excellent verbal and written English communication skills (Essential)
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Job Description
An exciting opportunity for a Deputy Manager – Operations Night Shift has just become available in our US Insurance Campaign. We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Team Leaders to create a customer centric and high performance culture through effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.
What You'll Be Responsible For
- Operational Delivery
- Deliver Contractual & Commercial Performance
- People Management
- Create a High Performing, Highly Engaged Team
- Stakeholder Management
- Build Excellent Relationships, Internally & Externally, at all Levels
- Compliance & Governance
- Ensure Compliance to all Relevant Process & Regulatory Standards
- Innovation
- Drive Continuous Improvement & Create Value
OUR EXPECTATIONS OF YOU
Operations
Accountability & Responsibility
- As part of the senior management team of our Night Shift Insurance campaign, you lead a team of operational leaders.
- You are customer & client facing & strive to deliver excellent customer experience
- You drive continuous improvement experiments through your team & harvest ideas
- You manage costs & profitability through all available commercial levers
- You drive the ISBU & British Gas culture through effective communication, by continuously displaying the ISBU habits & behave as a role model leader
- You develop your people through effective coaching, performance management & drive a recognition culture
- You support your operations colleagues to exceed client expectations on all levels at all times
- You have robust & honest performance & behavioural conversations
- You drive compliance in everything you do
- You are emotionally aware of yourself & others. You handle your interactions with authenticity, empathy & professionalism
Qualifications
- Matric
- Relevant Tertiary Education (Preferred)
- 2+ Years experience as a Contact Centre Team Leader / Operations Manager
Method of Application
Use the link(s) below to apply on company website.
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