WHAT DOES THE TEAM MANAGER DO?

• The Team Manager role is focused on managing consultants within the contact centre. Ensures that the team reaches target by monitoring individual performance on a constant basis. Mentors team and gives constant real-time support in terms of query resolution.

What will make you successful in this role?

• This role is focused on, but not limited to;
• Deliver exceptional customer service that exceeds customers’ expectations through proactive, innovative and appropriate solutions by eliminating waste and looking for continuous improvement
• Ensuring achievement of underwriting and profitability objectives through internal processes.
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines to drive and achieve relevant product and service targets
• Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn-around times
• Improve customer satisfaction, experience and insight
• Manage own development to increase own competencies
• Builds and maintains a high performing team which consistently delivers a “Wow” customer experience in terms of care, professionalism, knowledge and contact resolution
• Facilitates the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experience
• 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
• Manages people related matters i.e. attendance, absence and attrition within the team to ensure service level contributions are met/exceeded
• 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
• Facilitate and manage change when required in the immediate and bigger team

QUALIFICATIONS AND EXPERIENCE

• National Diploma (min NQF lev 5); or similar.
• Relevant Insurance Related Qualification will be advantageous
• 3-4 years’ experience in an operational environment, preferably within the short-term insurance industry
• A proven track record of 1-2 years people management experience
• Computer Literate (MS Office Packages)

KNOWLEDGE AND SKILLS

• Management of employees in a Hybrid working environment
• Track record of driving service targets in line with quality and compliance requirements
• Management of Team culture and staff morale
• Excellent verbal and written communication skills in business language
• Exceptional Customer Service orientation
• Identify development areas for Coaching
• Strong Negotiation Skills
• Problem Solving
• Time and Priority Management
• Drives Teamwork

PERSONAL ATTRIBUTES

• Directs work
• Decision quality
• Interpersonal savvy
• Plans and aligns
• Resilience/Adaptability
• Learning Agility – continuous development/learning