Call Centre Team Leader: Drive Service & Automation

Old Mutual Life Assurance Company (SA) Ltd; Cape Town; On-site; ZAR 350,000 - 550,000; Full time

Job summary

Old Mutual Life Assurance Company (SA) Ltd is seeking a dynamic Call Centre Team Leader to manage the Member Support Call Centre, covering onboarding through to claims and ongoing servicing. You will lead a fast-paced team, ensure service levels, and drive improvements using automation and AI to enhance efficiency and member outcomes.

The role emphasizes ownership of operations, people leadership, and delivering exceptional customer experiences while meeting regulatory requirements and

Qualifications

• Matric (essential)
• A relevant tertiary qualification would be an advantage
• Proven ability to drive process improvement and operational efficiency
• Proven experience with Leading people
• Strong analytical and problem-solving skills
• Strong stakeholder management and relationship-building ability
• Strong communication skills (both verbal and written)
• Proven ability to work independently and proactively
• Working knowledge and experience within a Call Centre environment, workflow systems will be advantageous
• Experience within the retirement fund industry and an understanding of associated operational and member service processes would be highly advantageous.

Responsibilities

• Take full ownership of daily call centre operations, ensuring service levels, quality standards, and productivity targets are consistently achieved.
• Ensure professional, efficient member interactions and ensure actions improve service quality and end-to-end experience.
• Lead, coach, mentor, and develop a high-performing customer service team with accountability.
• Ensure adherence to policies, procedures and regulatory requirements; maintain high quality and accuracy.
• Build strong relationships with internal and external stakeholders and resolve service issues.
• Identify opportunities to automate manual processes and drive AI-enabled tools to improve productivity.

Skills

Leadership

Analytical thinking

Communication

Problem solving

Stakeholder management

Independent/Proactive

Team development

Education

Bachelor of Commerce

Matric

Job description

Old Mutual Life Assurance Company (SA) Ltd is seeking a dynamic Call Centre Team Leader to manage the Member Support Call Centre, covering onboarding through to claims and ongoing servicing. You will lead a fast-paced team, ensure service levels, and drive improvements using automation and AI to enhance efficiency and member outcomes.

The role emphasizes ownership of operations, people leadership, and delivering exceptional customer experiences while meeting regulatory requirements and