Job Description

Job Summary:

To effectively manage subordinates within the Call Centre by ensuring that they deliver a service to

customers that is in accordance with the clients' requirements.

-

Key Responsibilities and Deliverables:

Administration

Maintain record keeping of staff scorecards timeously Maintain and administer CVS system Authorize Adhoc administration requested on CVS system Ensure all customers/client interactions are dealt with Ensure accurate record keeping of all staff files

Leadership and Team Management

Take full responsibility for performance of all direct reports, motivating and managing them in

relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of

sound people management:

o Recruitment

o Development

o Remuneration and Rewards

o Performance Management

o Career path planning



o On-the-job training, coaching & mentoring



Set objectives and communicate standards, tasks, duties, objectives and goals to subordinates Ensure that all employees comply with the necessary policies and procedures Manage subordinates' performance Identify training needs and train subordinates Conduct monthly staff and team meetings Take corrective action when required in accordance with code of conduct Identify succession candidates

Client/Customer Satisfaction

Meet client / customer and company performance standards and ensure subordinates do

likewise

Maintain sound working relationships with clients /customers Ensure client / customer queries are swiftly resolved Provide regular feedback to customers / clients Manage and handle all escalated client issues


Minimum Qualifications: Diploma or Degree/NQF level 6 or 7

Minimum Experience: 4-5 years' experience within a Call Centre in Sales and Insurance environment and with first line management



Knowledge, Skills & Abilities: Computer hardware and software knowledge



Multi-tasking

Organised

Professionalism

Customer service skills

Problem-solving

Team leadership

Communication skills (verbal & written)