First Line Manager - Bellville
Our client has an opportunity available for a First Line Manager in the Client Engagement department based in Bellville, Cape Town. Requirements: Matric. RE Certificate. Short Term Insurance NQF level 4 Qualification. Degree or National Diploma (NQF 6) with attendance in Insurance Programmes (NQF 5). 2 years’ team management experience in a call centre environment. Short term insurance industry knowledge. Knowledge of Call Centre functions and operations. Knowledge of management principles. People management experience. Personal lines experience. Responsibilities: Drive client service performance against targets. Recruit, coach, develop and motivate staff to ensure optimum performance. Provide effective leadership and motivation to a team of Client Service Consultants. Ensure a consistent and detailed understanding amongst all service team members of the operational shifts, targets, products, business rules and conditions. Drive performance excellence. Actively manage and report on operations and the achievement of targets. Resolve customer queries or complaints effectively and within SLA. Maintain service, quality and desired outputs within a specific functional process. Ensure compliance to tactical policies, procedures and standards. Develop work routines in line with operational plans or schedules. Share knowledge on, and participate in the creation of new standards, control systems and procedures to improve service delivery. Track and resolve operational and performance variations.
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