Team Leader Insurance Call Centre (us Hours)
Cape Town, WC, ZA, South Africa
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
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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
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
Additional Information
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24x7 Operation with majority of shifts between 2PM and 2AM
Job Location
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Job Detail
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Job IdJD1474488
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationCape Town, WC, ZA, South Africa
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EducationNot mentioned