To 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.
Organisational Capability Building
Use the organisation'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.
Customer Relationship Management (CRM) Data
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 organisation 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.
Leadership and Direction
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 organisation'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.
Customer Service
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.
Customer Management
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.
Improvement / Innovation
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 organisation'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.
BEHAVIORAL COMPETENCIES:
Customer Focus
Builds strong customer relationships and delivers customer-centric solutions. For example, solicits customer feedback and data; conveys a clear understanding of the level of service the team is providing; takes action when standards are not met by team; aligns business process with customer needs.
Communicates Effectively
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, tailors communication content and style to the needs of others. Pays attention to others' input and perspectives, asks questions, and summarizes to confirm understanding.
Situational Adaptability
Adapts approach and demeanor in real time to match the shifting demands of different situations. For example, serves as an example of adaptability and provides guidance and support to help others adapt to new situations. Considers the needs of clients, constituents, and the organization; shifts priorities appropriately.
Drives Results
Consistently achieves results, even under tough circumstances. For example, emphasizes the importance of results; encourages a sense of urgency in others; challenges poor outcomes or unproductive behaviors. Provides assistance or encouragement to help others over obstacles.
Ensures Accountability
Holds self and others accountable to meet commitments. For example, measures and tracks team's and own performance, and helps the team learn from success, failure, and feedback. Adheres to, and enforces, goals, policies, and procedures.
Being Resilient
Rebounds from setbacks and adversity when facing difficult situations. For example, has excellent composure and professionalism, even in very difficult situations; acts as a steadying force or role model for others. Skillfully overcomes obstacles, learns from failures, and uses these lessons to improve subsequent efforts.
Interpersonal Savvy
Relates openly and comfortably with diverse groups of people. For example, picks up on group interpersonal dynamics and finds ways to work effectively within these parameters; resolves difficult interpersonal situations within the team; works to build greater group harmony. Coaches team members on interpersonal skills.
Manages Complexity
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, consistently looks at complex issues from many angles; obtains a rich and deep understanding; swiftly cuts to the core issue; skillfully separates root causes from symptoms.
Decision Quality
Makes good and timely decisions that keep the organization moving forward. For example, consistently demonstrates strong judgment; may be sought out by others for expertise and guidance. Takes smart, independent action in urgent and non-routine situations, knows when to escalate for others' involvement.
Directs Work
Provides direction, delegating, and removing obstacles to get work done. For example, confirms mutual agreement on accountabilities, fostering strong coordination and minimizing duplicated efforts. Communicates delays or problems early so others can manage their own work schedules effectively.
SKILLS:
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 Organising
Provide technical guidance when required to plan, organise, prioritise 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 organisation reach its goals.
Customer System Operation
Provide technical guidance when required to understand and effectively operate all customer management systems. Knowledge of Avaya customer system.
Data Collection and Analysis
Provide technical guidance when required to analyse data trends for use in reports to help guide decision making.
Data Management
Provide technical guidance when required to acquire, organise, 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.
EDUCATION:
General Education
- Matric / Grade 12/ SAQA Accredited Equivalent (Essential)
- 3 or more years' experience in a customer service environment within the insurance industry (Essential)
- Experience in a call centre environment (Essential)
- Experience with Avaya related system (Advantageous)
- 1 or more years' experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)
