Cape Town: First Line Manager posted by Telebest

JVR Software; Cape Town; Vor Ort; ZAR 420.000 - 560.000; Vollzeit

Zusammenfassung

JVR Software in Bellville (Cape Town) is seeking a First Line Manager to lead the Client Engagement team. The role is based in Bellville and focuses on delivering exceptional client service within a short-term insurance environment.

The ideal candidate has matric, a RE Certificate, a Short Term Insurance NQF 4 qualification, and a relevant degree/NQF6 with insurance program attendance. You will manage a team, drive performance, and ensure SLA adherence.

Qualifikationen

• Matric, RE Certificate, and Short Term Insurance NQF 4 qualification.
• Degree or National Diploma (NQF 6) with attendance in Insurance Programmes (NQF 5).
• 2+ years team management experience in a call centre environment.
• Short term insurance industry knowledge.
• Knowledge of Call Centre functions and operations.
• Knowledge of management principles.
• People management experience.
• Personal lines experience.

Aufgaben

• Drive client service performance against targets.
• Recruit, coach, develop and motivate staff to ensure optimum performance.
• Provide effective leadership and motivation to a team of Client Service Consultants.
• Ensure a consistent and detailed understanding amongst all service team members of the operational shifts, targets, products, business rules and conditions.
• Drive performance excellence.
• Actively manage and report on operations and the achievement of targets.
• Resolve customer queries or complaints effectively and within SLA.
• Maintain service, quality and desired outputs within a specific functional process.
• Ensure compliance to tactical policies, procedures and standards.
• Develop work routines in line with operational plans or schedules.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to improve service delivery.
• Track and resolve operational and performance variations.

Kenntnisse

People management

Call centre operations

Insurance knowledge

Management principles

Client service leadership

Team leadership

Ausbildung

Matric

RE Certificate

Short Term Insurance NQF 4

Degree or National Diploma (NQF 6) with attendance in Insurance Programmes (NQF 5)

Jobbeschreibung

Our client has an opportunity available for a First Line Manager in the Client Engagement department based in Bellville, Cape Town.

Requirements

• Matric.
• RE Certificate.
• Short Term Insurance NQF level 4 Qualification.
• Degree or National Diploma (NQF 6) with attendance in Insurance Programmes (NQF 5).
• 2+ years team management experience in a call centre environment.
• Short term insurance industry knowledge.
• Knowledge of Call Centre functions and operations.
• Knowledge of management principles.
• People management experience.
• Personal lines experience.

Responsibilities

• Drive client service performance against targets.
• Recruit, coach, develop and motivate staff to ensure optimum performance.
• Provide effective leadership and motivation to a team of Client Service Consultants.
• Ensure a consistent and detailed understanding amongst all service team members of the operational shifts, targets, products, business rules and conditions.
• Drive performance excellence.
• Actively manage and report on operations and the achievement of targets.
• Resolve customer queries or complaints effectively and within SLA.
• Maintain service, quality and desired outputs within a specific functional process.
• Ensure compliance to tactical policies, procedures and standards.
• Develop work routines in line with operational plans or schedules.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to improve service delivery.
• Track and resolve operational and performance variations.