Job Description

Job Category: Insurance Management
:
Responsible for managing staffing models, creating schedules, and optimizing workforce planning to meet service levels and operational efficiency.
Responsibilities: Responsibilities for Internal Candidates
Team Management:

• Lead and manage a team of agents.
• Monitor and evaluate agent performance; provide coaching and feedback.
• Set clear team goals and KPIs.
• Conduct regular team meetings and foster open communication.

Performance Monitoring:

• Track and report on team performance metrics.
• Identify training needs and provide coaching.
• Recognize and reward high performance.

Customer Service:

• Ensure professional handling of all calls in line with company guidelines.
• Address and resolve customer complaints promptly.
• Maintain up-to-date knowledge of products and services.

Operational Duties:

• Manage inbound/outbound call flow.
• Prepare and deliver performance reports to management.
• Participate in recruitment and onboarding of new agents.
• Implement strategies to improve quality and productivity.

Training & Development:

• Train and onboard new team members.
• Ensure adherence to company policies and procedures.
• Organize team-building initiatives to foster a positive work environment.

Reporting & Data Management:

• Collate, maintain, and present functional MIS reports for internal and external stakeholders.
• Analyze data and derive insights to support management decisions.
• Ensure timely and accurate weekly, monthly, and quarterly reporting.
• Audit reports and highlight deviations from standard procedures.

Qualifications: Qualifications for Internal Candidates
Education Requirements:

• Grade 12 / Graduation (any stream) or Diploma with at least 12 years of education.

Work Experience Requirements:

• Minimum 2 years in a Business Process Off-shoring environment in a Team Leader or Assistant Manager capacity.

Competencies & Skills:

• Prior Assistant Manager experience.
• Strong people management and leadership skills.
• Ability to conduct appraisals and communicate with large teams.
• Business understanding of BPO/EXL operations.
• Client-facing skills and process knowledge.

Values & Behavior:

• Output-driven, resilient, determined, and persistent.
• Customer service and quality oriented.
• People and performance focused.

In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets

Skills Required