To manage, coach and guide a team. Ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.
Responsibilities
Operations Management
Supervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient.
Organizational Capability Building
- Use the organization's formal development framework to identify the team's individual development needs.
- Plan and implement actions to build their capabilities.
- Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential.
- Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities.
- Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.
- Act as first-line supervisor of a team providing operational support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times.
- Ensure effective customer relationships and maintain customer satisfaction at all times.
Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organization's strategy, mission and vision; motivate people to achieve local business goals.
Performance Management
- Respond to personal objectives and use performance management systems to improve personal performance.
- Monitor the performance of the team; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
- Help manage customer relationships by using relevant systems.
- Insights and Reporting Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.
Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
Operational Compliance
Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
Correspondence
Respond to requests and escalated requests using telephonic conversation or emails (internal and external stakeholders).
Personal Capability Building
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
- Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Customer Service Delivery
Use comprehensive knowledge and skills and guide and train others to meet high customer service standards.
Compliance
Use comprehensive knowledge and skills and guide and train others to achieve full compliance with applicable rules, regulations and policy and procedures in management and/or operations.
Verbal and Written Communication
Use clear and effective verbal and written communications skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.
Planning and Organizing
Provide technical guidance when required to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
Action Planning
Provide technical guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.
Learning and Talent Development
Provide technical guidance when required to motivate all employees to learn, grow and develop so that they can obtain the knowledge and experience they need to help the organization reach its goals.
Customer System Operation
Provide technical guidance when required to understand and effectively operate all customer management systems.
Data Collection and analysis
Provide technical guidance when required to analyze data trends for use in reports to help guide decision making.
Data Management
Provide technical guidance when required to acquire, organize, protect and process data to fulfill business objectives.
Reporting
Provides technical guidance when required to create relevant, lucid and effective reports.
Computer Skills
Support business processes by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed. Proficient in MS Office.; Knowledge of HPI System.
General Education
Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognized qualifications / Regulatory Examinations / STI Certification / Class of Business Certification and / or CPD according to your DOFA (where applicable) (Essential)
General Experience
- 3 or more years experience in a claims environment within the insurance industry (Essential)
- Experience in a call centre environment (Essential)
1 or more years experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)
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