Job Purpose
To ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.
Responsibilities
Operations Management
Supervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient.
Organisational Capability Building
Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential.
Customer Relationship Management (CRM) Data
Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities.
Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.
Leadership and Direction
Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.
Performance Management
Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance of the team; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
Customer Service
Act as first-line supervisor of a team providing operational support and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Ensure effective customer relationships and maintain customer satisfaction at all times.
Customer Management
Help manage customer relationships by using relevant systems.
Insights and Reporting
Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.
Improvement / Innovation
Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
Operational Compliance
Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
Correspondence
Respond to requests and escalated requests using telephonic conversation or emails (internal and external stakeholders).
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Education
Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous)
Experience
3 or more years experience in a customer service environment within the insurance industry (Essential); Experience in a call centre environment (Essential); Experience with Avaya related system (Advantageous). 1 or more years experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)
Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africa’s leading and innovative financial institutions.
These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms.
Our origins go back to 1 June 1985, when Auto & General Insurance was launched into the South African market. We have since grown into a group of subsidiaries of which Auto & General now forms a part.
Today, we own some of South Africa’s most loved and recognisable brands, each finding a better way to give their unique group of customers peace of mind.
We exist to continuously find better ways to give people peace of mind, whether it is to protect what they own, their loved ones or their greater ambitions and life plans they’re working so hard for.
We’re proven pioneers with a hunger for doing and being the best we can, bringing customer-focused innovation and service excellence to the financial services industry.
We’re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing past their limits.
TIH is a licensed controlling company.
