Client Services Team Leader

Code Red Recruitment; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A recruitment agency is seeking a Client Services Team Leader in Johannesburg. The successful candidate will oversee team operations, ensuring service efficiency and high standards. Requirements include a Financial degree (NQF Level 7) and at least 2 years of leadership experience in a call centre. Strong problem-solving and organizational skills are essential. Competitive package offered.

Qualifications

• Minimum of 2 years experience as a Team Leader in a Life/LISP Call Centre.
• Excellent time management skills and the ability to multi-task.
• Natural leadership skills and ability to work independently or in a team.

Responsibilities

• Supervise workload of the team and allocate tasks.
• Monitor and evaluate consultants' activities and operations.
• Handle and resolve escalations and second call resolutions.

Skills

Leadership skills

Problem-solving skills

Time management

Mathematical calculations

Organizational capacity

Communication skills

Education

Financial degree (NQF Level 7)

Job description

Overview

My client based in the Midrand is currently looking for a Client Services Team Leader.

Responsibilities

• Supervision of workload of the team and allocation to team members to optimize service provision and administrative support across the hours of the contact centre
• Monitor and evaluate consultants´ activities and team operations
• Resolving internal and external queries from financial advisors and clients
• Communicating information regarding instructions, processes and procedures to advisors and clients
• Proactively retaining and attracting business by providing excellent service to advisors and clients
• Maintaining Monthly Attendance Record
• Maintaining Key Performance Activities (KPA)
• Performing and maintaining corrective actions where necessary to increase staff performance
• Panel-admin training of new staff
• Handling and resolving escalations, second call resolutions etc
• Drive bulk admin function communication (failed and unpaid annuities, advisor commission suspension etc)
• Identify opportunities and implement actions to streamline business processes
• Servicing and maintaining direct client and / or financial advisor base for Life and Investment Products
• Quality assurance of correspondence sent by the consultants telephonically or by email
• Online Enrolments
• Back up to team members where necessary
• Provide support to the Client Services Manager in the development and implementation of technology and systems to ensure the most effective use of new technology and opportunities.

Minimum requirements

• Minimum qualification : Financial degree (NQF Level 7)
• Minimum of 2 year experience as a Team Leader in a Life / LISP Call Centre / Client Services environment
• Professional and friendly telephone manner
• Good understanding of mathematical calculations
• Take initiative
• Excellent time management skills
• Ability to multi-task and have good organisational capacity
• Problem solving skills
• Can work independently and as part of a team
• Apply sound judgement in query resolution Outcomes based training ability
• Natural leadership skills
• Detailed systems observation, attention to detail and solving arising problems.
• Ability to do performance calculations and reconciliations
• Approachable and supportive
• High ability to mediate and resolve dispute