About the position
REQUIREMENTS:
- 10yrs call center experience with 5yrs in management
- Tertiary qualification(s) related to business management
- RE5 and RE1 (Key Individual)
- 5 Years Call Centre Management experience in a multi-faceted call centre.
- Insurance Administration experience
- Conversant with legislative requirements within the insurance industry
- Excellent knowledge of products and policy related transactions and processes
- Budgeting & cost management
- Understanding of a digital marketing in a service environment i.e. self-service support
- Understanding of the customer journey and voice of the customer
YOUR RESPONSIBILITIES WILL INCLUDE THE FOLLOWING:
- Defining the objectives and operational strategy for the development and management of the Inbound Contact Centre in order to achieve service excellence through established metrics.
- Contribute to the Groups overall customer service strategy through sharing of information and analysis of competitors and the insurance industry.
- Driving change and influence future change/projects to support and achieve process improvement, in order to also improve the customer experience on all channels, including self-service and other channels.
- Motivating Team Leaders and Contact Centre Agent's performance to achieve daily, weekly and monthly input and output standards.
- Driving quality assurance programs through the quality assurance team and call listening process.
- Working closely with the Marketing team to drive customer service related campaigns i.e. the use of digital channels.
- Creating a work environment that facilitates high productivity i.e. welcoming, recognition of contribution, retention, attendance etc.
- Developing, monitoring and appraise performance indicators (KPA's) for each area in the department and implement in accordance with policies and procedures, including managing the resources in order to meet targets.
- Meeting the Inbound Contact Centre targets by driving and managing productivity of the team.
- Implementing action plans to achieve required Quality and Compliance Management.
- Designing, implementing and maintaining quality standards in accordance with the organisational format
- Preparing regular reports reflecting performance against standards, in accordance with scheduled activities on all Inbound Contact Centre communication platforms (e.g. inbound calls, outbound campaigns, emails, SMSs, social media, web chats, etc.) as well as the policy transactions (including financial transactions) performed by the Inbound Contact Centre.
Desired Skills:
- RE5
- RE1
- Business Management
Desired Work Experience:
- 5 to 10 years Call Centre Operator
Desired Qualification Level:
About The Employer:
We are looking for a customer focused individual with tactical and operational management skills to effectively manage our Inbound Contact Centre.
You will be responsible for driving customer service excellence through the operation and management of an efficient Inbound Contact Centre and liaise with the relevant role players towards achievement of the set objectives (including customer service metrics) and targets within the Inbound Contact Centre.
You will be working for a company that is over 100 years old with strong values which are customer centric. In return for your services, you will be paid a competitive package which includes pension fund contributions and a medical aid allowance. You will have access to personal services through the employee assistance program and wellness programs. You will be working for an organization that values employee development and rewards excellent performance
Employer & Job Benefits:
- Pension Fund
- Maternity leave
- Medical Aid
