Team Leader: Customer Call Centre: Fixed-term Contract for 9 months : Centurion

Affirmative Portfolios; Centurion; On-site; ZAR 602,000 - 736,000; Full time

Job summary

Affirmative Portfolios is seeking a Team Leader for the Customer Call Centre in Centurion on a fixed-term 9-month contract. The role focuses on supervising daily operations, guiding staff, and addressing escalated claims while ensuring prompt, effective service to clients.

The successful candidate will have a relevant degree or diploma, 5 years in a call centre with 2 years in supervision, and the ability to manage performance and stakeholder relationships within the centre.

Qualifications

• Bachelor’s degree or advanced diploma in communications, marketing or customer care related field.
• Call centre qualification is advantageous.
• Minimum 5 years in a call centre environment, with at least 2 years in supervision.

Responsibilities

• Supervise the call centre and manage escalated queries and complaints.
• Ensure end-to-end call centre service to claimants and monitor SLA performance.
• Prepare and analyze performance and reporting for the centre.
• Coach and develop staff, conduct reviews and manage performance contracts.

Education

Bachelor’s Degree/ Advanced Diploma in Communications or Marketing or Customer Care related qualification

Call centre qualification (advantageous)

Tools

PowerPoint

Excel

Word

MS Project

Job description

Team Leader: Customer Call Centre: Fixed-term Contract for 9 months : Centurion : Salary R668,708.00pa

Purpose of the role:

Reporting to the Manager: Customer Centre, the successful incumbent is responsible for supervising the call centre, providing support on the escalated queries and complaints of clients who need to lodge claims or follow-up on the progress of a claim. The incumbent will be responsible for the efficient running of the call centre unit by supervising and providing effective end-to-end call centre service to claimants on processes.

Minimum Requirements and Experience

• Bachelor’s Degree/ Advanced Diploma in:
  • Communications or Marketing or Customer Care related qualification.
• A call centre qualification will be advantageous.
• Relevant 5 years’ experience in:
  • a Call Centre-related environment of which 2 years must be on a supervisory level.
• Persons with disabilities (PWD) are encouraged to apply.

Key Performance Areas

Customer Experience

• Analyse call volume, keep manager informed of call volume changes, and recommend optimal required staff or if change of process will assist in meeting Service Level Agreements.
• Ensure all calls are answered in a timely manner.
• Ensure the safety of staff and the general public through fast and efficient emergency handling.
• Coordinate and monitor system operations done by the control centre to equip front office staff with correct information to customers.
• Recommend gadgets to enhance job performance at the call center.
• Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.
• Ensure the effective and efficient running of the Call Centre.
• Ensure adherence to the time allocated for customer service operations.

Handle Queries on Resolution of Claims and Process

• Monitor adherence of the quality assurance processes.
• Assist with escalated customer queries and complaints resolution.
• Provide accurate information on claim status.
• Advise on processes for lodging a claim and applicable documents.
• Provide information and guidance to claimants and attorneys on termination of mandate process.
• Provide guidance in accordance with company Acts and regulations.

Reporting

• Contribute to the preparation and submission of Regulation reports.
• Aid in the development of functional reporting systems, for management, project or performance reporting.
• Preparation and analysis of the post call survey report.

Stakeholder Management

• Aid in proactive and progressive relationships with key stakeholders.
• Deal with inquiries and requests for information from both internal and external stakeholders.
• Aid in the maintenance of relationships with, service providers or procurement teams and ensure that all relevant procured items are invoiced and paid on time.

People Management

• Ensure that good employee’s relations are maintained.
• Provide ongoing support and coaching for employees.
• Ensure that all employees have entered into performance contracts/agreements within the unit.
• Conduct periodic employee’s performance reviews and assessments.
• Develop budgets for the department.

Technical and Behavioral Competencies Required

• Planning, organising and coordinating.
• Personal mastery.
• Judgment and decision making.
• Ethics and values.
• Client service orientation.
• Ability to unpack Policies and Standard Operating Procedures and advise on processes.
• Proficient with PowerPoint, Excel, word, PowerPoint and MS project
• Strong understanding of operations.
• Comfortable working with customers.
• Knowledge of customer relationship management.
• Understanding of data entering.
• Customer service knowledge.
• Ability to identify training and coaching gaps.

NB: Should you not be contacted within 2 weeks of your application, please consider it as unsuccessful.