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Imagine a world where people live healthier, more enhanced and protected lives… A world in which each organisation is a powerful influencer and responsible corporate citizen, committed to being a force for social good. As a leading innovator in healthcare, wellness, insurance, investments, financial and life planning, Discovery works ceaselessly to...
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Key Purpose
Overall responsibility for team’s success by planning, leading, organizing and controlling team functions to ensure that team objectives which align to the overall strategies are met, whilst growing and developing team members to fulfill their functions.
Areas of responsibility may include but not limited to
Monitoring of Team performance and activities through setting targets of achievement through monitoring of queues and work pools and communicating progress and results to team members
Planning of Team resourcing through involvement in Recruitment of team members, managing of daily team schedules, requesting changes where needed, suggesting back up plans to ensure that the Service Level Agreement is met with available resources and getting assistance. Logging in to the queues when required, monitoring of late coming and absenteeism and managing the daily team register.
Managing individual performance of team members through coaching, one on one meetings, performance appraisals and meetings related to absenteeism, and trends picked up. Addressing performance issues picked up and taken to the next level when needed. Documenting discussions held and follow up discussions.
Making suggestions and recommendations to enhance processes and systems functionality
Resolves escalated queries, reports on and tracks these escalations, provides necessary coaching, implements preventative action and provides feedback until resolution.
Provides expert advice and support to the team by keeping abreast of the products, processes and systems information and changes
Tests and monitors system functionalities and ensures that defects are reported, followed up on and resolved
Participates in adhoc work as required, ensuring accuracy and work of an acceptable quality
Networks with other Team Leaders building and maintaining relationships
Conducts regular Team Meetings and ensures that all changes and updates are communicated to the team as they happen, and these must be documented
Collating data for and calculation of monthly incentives ensuring accuracy
Identifies training needs for the Team and for individuals and arranges training with the Training Team
Identifies the need for information updates on system that will assist the team in their daily functions
Ensures that targets are driven, maintained and reached in adherence to objectives in place
Collates daily, weekly and Monthly Stats for the team and distributes these reports to Management and the team
Arranges system access, on the job training and sign off for new staff
Provides on the job support to new staff and existing staff
Has an overall positive and inspirational influence on the Team
Drafting, updating and maintaining the Standard Operating Procedures Documents for the Contact Centre
Personal Attributes and Skills
People Centric
Positive and Inspirational
Excellent Communication skills
Pays attention to detail
Results Driven
Objective
Diplomatic
Open minded
Education and Experience
Matric
Degree that is related to the LISP or Insurance industry of operation would be advantageous
3 to 5 Years Call Centre experience
At least 3 Years LISP or Financial Services Industry experience
EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
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