Legal Call Centre Manager - Roodepoort

SUMMARY:
To provide clients with relevant information and assistance with regard to technical services and roadside assistance problems. Make Inbound and Outbound Calls to internal and external Service Providers as per policies and procedures and Key Client Service Level Agreements. To dispatch Road Service Providers and or sub-contractors. To follow up as per policies and procedures; specify and manage every aspect of service delivery with 100% quality rating, as well as to handle all inbound and outbound calls as per protocol of specific Client groups.

POSITION INFO:
Duties:

• Management of a team of lawyers
• Claims assessment – admittance / repudiation of Legal Costs Insurance Claims
• Responsible for managing the day-to-day activities of the Team such that Service Levels and turn-around times are met and productivity and client service standards are maintained, with respect to the telephonic service and legal cost insurance claims management rendered to corporate clients
• Conducting of monthly quality control assessments and performance evaluations
• Statistical reporting (daily, weekly & monthly)
• High level reporting to Corporate Clients
• Rostering of staff to cover peak, after-hours and weekend shifts
• Ability to apply legal knowledge and skills to day-to-day contact centre/claims operations
• Ombudsman and/or Client complaint resolution and communication with clients on a professional level
• Corporate Compliance Management

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