Job Description

Job Summary A leading travel insurance company is seeking a Front Office Team Leader with claims handling experience to join its dynamic operations team. This is an exciting opportunity for an experienced leader to manage a team of customer service agents, ensuring the consistent delivery of exceptional service across multiple channels. The successful candidate will drive team performance, foster a positive and customer-focused culture, and support continuous improvement initiatives, all within a fast-paced, regulated environment handling insurance claims.
Responsibilities
Lead, coach, and motivate a team of front office agents to deliver exceptional customer service across all communication channels (voice, email, and digital).
Monitor team performance against defined KPIs such as quality, productivity, and customer satisfaction.
Conduct regular coaching sessions, feedback reviews, and performance appraisals to support continuous improvement.
Manage daily team operations including scheduling, adherence, and attendance to ensure optimal coverage.
Act as a point of escalation for complex queries, complaints, and technical issues, ensuring timely and effective resolution.
Collaborate with Quality Assurance, Training, and Workforce Planning teams to enhance agent performance and process efficiency.
Facilitate regular team meetings and one-on-one check-ins to communicate business goals, updates, and performance trends.
Identify opportunities for process, system, and service improvements to enhance the customer experience.
Foster a positive, inclusive, and high-performance culture focused on accountability and teamwork.
Ensure compliance with all company policies, quality standards, and regulatory requirements.
Requirements
Proven experience as a Team Leader or Supervisor in a contact or call centre environment, ideally within insurance, travel, or claims operations.
Strong understanding of multi-channel service environments (voice, chat, and digital).
Demonstrated ability to lead, inspire, and develop high-performing teams.
Excellent communication, interpersonal, and conflict-resolution skills.
Highly analytical and data-driven, with the ability to interpret performance metrics and implement improvements.
Strong problem-solving and decision-making skills under pressure.
Proficient in contact centre technology, CRM systems, and reporting tools.
Knowledge of workforce planning, scheduling, and forecasting principles.
Ability to manage multiple priorities and deliver results in a fast-paced, regulated environment.
Displays resilience, professionalism, and a customer-first mindset.
Education & Qualifications
Relevant tertiary qualification or equivalent work experience.
APA qualification or equivalent (advantageous for regulated environments).
Benefits

• Salary: Based on experience and qualifications.

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Specialists in Civil, Structural, Mechanical Engineering, Information Technology, Mining, Manufacturing and Finance Careers! Hire Resolve is one of the larger and more agile South African recruitment companies that focus on placing professionals and skilled people in permanent employment and contract employment. We prefer and focus on working with top quality professionals and candidates in South Africa and Africa. Hire Resolve has successfully placed Engineering, Mining, IT, Manufacturing and Finance professionals with top firms across the Western Cape, Eastern Cape, KwaZulu Natal, Gauteng and in Africa. Hire Resolve has assisted candidates to find jobs at over 100 JSE listed companies of which many are global companies with offices and operations in South Africa and Africa. It is for this reason that we are well respected in the industries we operate in and in the recruitment industry.

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