Senior BPO Team Leader – Growth & Performance

Ex; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Ex in Cape Town is seeking a Business Leader-Leadership and Management to head high-performing BPO teams, drive operational excellence, and deliver an exceptional client and customer experience.

The role requires 5 years in BPO with at least 3 years supervisory experience in the insurance sector (preferably UK), and a Matric/Grade 12. You will mentor staff, optimize processes, and maintain SLA, quality, and productivity targets in a 24/7 environment.

Qualifications

• Matric/ Grade 12 completed.
• 5 years of work experience in BPO.
• At least 3 years of supervisory experience in insurance, preferably UK.

Responsibilities

• Manage teams and ensure quality and productivity targets are met.
• Develop strategies on the floor for reducing attrition and improving employee satisfaction.
• Documented monthly performance review of Assistant Managers.
• Conduct quarterly and annual appraisals of agents and Assistant Managers and consequently make development plans for them.
• Mentor Agents and Team Leaders for their growth and development.
• Drive reward and recognition activity on the floor.
• Drive process improvement activity on the floor using Process Excellence methodology.
• Review KPIs and develop plans for improvement.
• Stay in touch with the Client at the Process Owner level to review progress.
• Ensure compliance with internal policies and external regulations and information security standards.

Skills

Supervisory experience

BPO experience

Insurance knowledge

Education

Matric / Grade 12

Job description

Ex in Cape Town is seeking a Business Leader-Leadership and Management to head high-performing BPO teams, drive operational excellence, and deliver an exceptional client and customer experience.

The role requires 5 years in BPO with at least 3 years supervisory experience in the insurance sector (preferably UK), and a Matric/Grade 12. You will mentor staff, optimize processes, and maintain SLA, quality, and productivity targets in a 24/7 environment.