Business Affiliate: Team Manager

Miway Insurance Limited; Durban; On-site; ZAR 250,000 - 450,000; Full time

Job summary

MiWay Insurance Limited is seeking a capable team leader to manage a group of call centre agents within our communication centre, ensuring targets are met and customer service stays excellent. You will mentor the team and provide real-time support to resolve queries efficiently.

Requirements include Grade 12 (NQF 4), NQF 5, RE5, STI FAIS credits; 1–5 years in a call centre sales role; prior team management in a call centre; and short-term insurance experience.

Qualifications

• Grade 12 / Standard 10 / NQF 4; NQF 5 preferred.
• RE5 certificate as per DOFA date; STI FAIS credits per DOFA date.

Responsibilities

• Manages individuals within a team of call centre agents/consultants within the communication centre.
• Ensures targets are reached by monitoring individual performance and providing real-time guidance.
• Mentors the team and supports query resolution with coaching and feedback.

Skills

Leads & targets

Coaching & quality

Reporting & communication

People management

Education

Grade 12 / Standard 10 / NQF 4

NQF 5

RE5 Certificate

FAIS credits (STI)

Job description

Who are we?

At Miway, our purpose is to enable people to live their way. We understand that life is not just about \"things\" but the meaning that those things bring to your life. We believe that technology and innovation have infinite possibilities when it's inspired by humans by you. Therefore, we focus on our clients' needs; finding new ways to simplify their lives and how they do things. We give them products, services, and solutions that enable them to live and enjoy life on their own terms – in their own way. Agile values and principles are strongly embedded in our culture, and they are at the core of how we make decisions and how we approach adding value within the company.

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

What will you do?

Manages individuals within a team e.g. call centre agents / consultants within the communication centre.

Ensures that the team reaches target by monitoring individual performance on a constant basis. Very knowledgeable on all aspects of the products, processes and systems.

Mentors team and gives constant real-time support in terms of query resolution.

Minimum Requirements

Minimum Qualification

• Grade 12 / Standard 10 / NQF 4


• Tertiary qualification / NQF 5


• RE5 Certificate (as per DOFA date)


• STI FAIS credits (as per DOFA date)

Minimum Experience

• A minimum of 1 to 5 years sales experience in a call centre


• Previous team management experience in a call centre


• Short-term insurance experience in a call centre

Knowledge And Skills

Drive leads and service targets

Coaching, quality and compliance

Reporting and communication

Management of employees

Personal Attributes

Decision quality - Contributing independently

Interpersonal savvy - Contributing independently

Plans and aligns - Contributing independently

Directs work - Contributing independently

Core Competencies

Cultivates innovation - Contributing independently

Customer focus - Contributing independently

Drives results - Contributing independently

Collaborates - Contributing independently

Being resilient - Contributing independently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Our commitment to transformation

At Miway we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. Miway is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society.