developing and motivating a team of call centre agents. Responsibilities KRA / Main Outputs and Responsibilities providing daily direction and communication to agents to ensure that daily and weekly targets are met to escalated customer issues from Agents Continually evaluate agent performance and conduct regular quality processes and procedures are adhered to. Coach Agents on issues arising during the course of operations Authority • The job holder ensures that the team of agents follow the required instructions, company decision
onboarding, and ongoing support of real estate agents using the platform Lead the recruitment, hiring resolution of issues and inquiries from real estate agents using the platform Develop and implement procedures
onboarding, and ongoing support of real estate agents using the platform Lead the recruitment, hiring resolution of issues and inquiries from real estate agents using the platform Develop and implement procedures
product adoption, growth, and retention. Manage the tickets, maintaining SLA's, communicating with clients
requests, or user issues to the Support Centre via ticketing system, where needed. • Effective handling of
requests, or user issues to the Support Centre via ticketing system, where needed. • Effective handling of
managing all the business criticalities • Managing of tickets from the OCE system. Assists others in the management
managing all the business criticalities • Managing of tickets from the OCE system. Assists others in the management
team of dynamic and successful customer-facing agents to deliver the best service in the insurance industry