Website Santam Insurance
The Team Manager will manage a team of contact centre consultants. Ensuring that the team reaches target(s) by monitoring individual performance on a constant basis. The team manager should also be knowledgeable on all aspects of the products, systems and processes. Mentors the team and gives constant real-time support in terms of query resolution.
JOB RESPONSIBILITIES: Santam Jobs
- Deliver exceptional customer service that exceeds customers’ expectations through proactive, innovative and appropriate solutions
- Inspires, leads, engages, coaches, develops and motivates a team of dynamic and successful customer-facing agents to deliver the best service in the insurance industry
- Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn-around times
- Builds and maintains a high performing team which consistently delivers a “Wow” customer experience in terms of care, professionalism, knowledge and contact resolution
- Manages and improves performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gaps
- Manages people related matters i.e. attendance, absence and attrition within the team to ensure service level contributions are met/exceeded
JOB REQUIREMENTS: Santam Jobs
- Management of employees
- Coaching, quality and compliance
- Drive leads and service targets
QUALIFICATION & EXPERIENCE: Santam Jobs
- Completed Matric (Grade 12)
- 2-3 years’ people management experience
- A relevant short-term insurance related qualification will be advantageous
- 2-3 years’ experience in an operational environment (preferably within the short-term insurance industry)
JOB DETAILS: Santam Jobs
- Company: Santam Insurance
- Vacancy Type: Full Time
- Job Location: Bellville, Western Cape, South Africa
- Application Deadline: SEE APPLICATION PAGE
To apply for this job please visit www.santam.co.za.