Contact Centre Head (Team Leader) at AVBOB South Africa

Description

• We are looking for a skilled contact center Team Leader who can lead our tea to better performance and improve service quality.
• You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and procedures.
• You will be working for a company that is over 100 years old with strong values which are customer centric. In return for your services, you will be paid a competitive package which includes pension fund contributions and a medical aid allowance. You will have access to personal services through the employee assistance program and wellness programs. You will be working for an organization that values employee development and rewards excellent performance.

YOUR RESPONSIBILITIES WILL INCLUDE THE FOLLOWING:

• Plan training program and identify training needs for new and existing staff in cooperation with the department head.
• Walk the floor of the call centre throughout the day to observe the agent status and the appropriateness of their manner in handling the calls.
• Provide guidance to agents where they may need a more experience opinion on how to resolve a customer querAnswer daily telephone enquiries escalated.
• Assist policy holders and marketing personnel to solve enquires.
• Discuss unresolved cancellation enquiries with departmental head.
• Monitor on a short interval basis (at least every 10 minutes) the live Nashua call centre reporting for their team with a focus on the following.
• Keeping the average call duration to the agreed time (including the wrap up time).
• Minimising the number of calls waiting.
• Analyse the daily statistics, address irregularities with the department head and implement the appropriate corrective / preventative measures.
• Review job descriptions of the department in co-operation with the departmental head.
• Conduct a 15 minute daily review meeting with their team in order to discuss the performance of the previous day and to discuss the root cause of any variance so that they are able to develop corrective actions to eliminate these variances.
• Work with the Department Head to schedule the team to ensure that the maximum number of agents are available to take calls during anticipated peak times of the day.
• Attend departmental heads’ meeting and convey appropriate matters to personnel.
• Discuss non-performance with department head who will decide on appropriate action.
• Discuss non-compliance of personnel regularly with department head, who will decide on appropriate actions.
• Compile leave schedule for the team.
• Report all faults to appropriate technicians.
• Monitor work, report incoming errors and problem to the department head.
• Ensure that appropriate tasks are referred back to Policy Service Department within the set timeframe.
• Conduct a daily assessment of at least one call of each agent as per the standards and complete the call assessment forms.
• Identify agents’ training and, or coaching needs.
• Discuss identified training or coaching needs with each agent individually.
• Train or coach agents and monitor their progress.
• Open a file for each individual agent where the assessment results and daily statistics are kept.
• Oversee that the retention agents are adhering to the set policy and procedures.
• Monitor that the agents are complying in terms of identification and giving the client the correct information.
• Escalate any operational problems to the department head.

Requirements

• Grade 12
• 3 years’ experience in the Life Insurance Industry, preferably in a client service policy maintenance environment
• Call Centre management
• Computer literacy