Job Description

Full job descriptionRequisition DetailsRequisition Number - 31422Location - JHB/Hill on empireWHAT DOES THE TEAM MANAGER DO?The Team Manager role is focused on managing consultants within the contact centre. Ensures that the team reaches target by monitoring individual performance on a constant basis. Mentors team and gives constant real-time support in terms of query resolution.What will make you successful in this role?This role is focused on, but not limited to;Deliver exceptional customer service that exceeds customers expectations through proactive, innovative and appropriate solutions by eliminating waste and looking for continuous improvementEnsuring achievement of underwriting and profitability objectives through internal processes.Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines to drive and achieve relevant product and service targetsEnsure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn-around timesImprove customer satisfaction, experience and insightManage own development to increase own competenciesBuilds and maintains a high performing team which consistently delivers a Wow customer experience in terms of care, professionalism, knowledge and contact resolutionFacilitates the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experienceInspires, leads, engages, coaches, develops and motivates a team of dynamic and successful customer-facing agents to deliver the best service in the insurance industryManages people related matters i.e. attendance, absence and attrition within the team to ensure service level contributions are met/exceededManages and improves performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gapsFacilitate and manage change when required in the immediate and bigger team