Team Leader in Client Service Centre

Recruiter:

Dante Personnel

Job Ref:

JHB005527/EG

Date posted:

Thursday, August 18, 2022

Location:

Sandton, South Africa

Salary:

R16 000

SUMMARY:
Our Client in the Insurance Industry is seeking a Team Leader in the Client Services Division to be based in Sandton

JOB DESCRIPTION:

Minimum requirements:

Minimum 3 - 5 years experience in call centre environment
Sound Business and Operational knowledge of Insurance Industry administrative processes
Good knowledge of the business administration platforms
Familiar with Compliance Processes and Procedures in the Insurance Industry

Duties:
Oversee a team of 10 Client Service Consultants
Ensure that staff are trained on an ongoing basis -QA-ing of calls and ongoing coaching
Adhoc training support - On the job support for staff
Monitoring workflow and service levels
Manage escalated queries process and ensure the efficient resolution of these queries with reference to establishing the root cause for the error as well as establishing procedures and processes to avoid re occurrence.
Ensure escalation rate reduction
Establish reporting mechanisms in terms of call volumes and abandonment rates to assist with resource planning
Implement resource and capacity planning methodology
Identify training requirements
Manage and improve the overall customer experience

Consultant: Elizabeth Grobbelaar - Dante Personnel Johannesburg
Apply via our website

If you do not hear from us within 5 days, please accept that your application was unsuccessful

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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