Digicall SA BPO – Insurance Team Leader_CPT

Digicall SA BPO – Insurance Team Leader_CPT
  • Permanent
  • Full Time
  • Published: 12 hours ago
  • EE/AA

Role Summary

The purpose of the role of the Team Leader is to lead, guide, coach and support the team to achieve the operational outputs.

Job Description

REQUIREMENTS:

  • Matric/Grade 12 Certificate
  • Clear credit and criminal record
  • Must be available to work rotational shifts, weekends and public holidays
  • Minimum of 2 years recent Insurance/Sales Team Leader experience in a Financial Call Centre environment essential
  • Expert skills in the use of Microsoft Office products, particularly Excel
  • Effective communication skills (verbal, written and presentation)

COMPETENCIES REQUIRED:

  • Excellent Communication Skills, particularly good written English essential
  • Proven Leadership Skills
  • Strong Collections orientation
  • Planning and organizing
  • Building and maintaining relationships
  • Ability to mentor and develop team for high performance
  • Manage successful performance
  • Conceptual thinking
  • Ability to persuade and influence
  • Proven ability to cope with pressure and setbacks
  • Strong drive and perseverance
  • Attention to detail

DUTIES AND KEY RESPONSIBILITIES:

Compliance with Company Policies: 

  • Ensure strict adherence to company policies, departmental procedures, and procurement processes to maintain operational integrity and compliance.

Alignment with Organizational Values:

  • Lead the team in aligning their actions and behaviors with the organization’s values and mission.

Team Leadership: 

  • Lead and manage a team of agents, providing clear direction and guidance to achieve exceptional customer service standards.

Product and Service Knowledge: 

  • Ensure that all team members have a comprehensive understanding of the products and services offered, up to the required standards.

Leading by Example: 

  • Demonstrate exceptional customer satisfaction rates and well-informed technical knowledge in customer service to set a high standard for the team.

Coaching and Training: 

  • Guide, coach, and train agents to equip them with the competencies needed to deliver exceptional customer service resolutions

Performance Optimization: 

  • Harness the potential of agents to perform at their best and continually improve their skills.

Skills Assessment and Development: 

  • Analyze and evaluate the skills of agents, recommend skill development areas, and pursue opportunities for further skill development.

Attendance and Leave Management: 

  •  Monitor attendance, punctuality, and leave of personnel to ensure adequate coverage and adherence to scheduling.

Escalation Resolution: 

  •  Manage requests and escalations between different business units to ensure effective resolution outcomes

Reporting: 

  •  Regularly report on statistics, data, ratios, attrition, and terminations to provide insights for decision-making and improvement efforts.

Quality Assurance: 

  •  Manage quality assurance processes to maintain and enhance the quality of customer service delivery.

Recruitment and HR Administration: 

  •  Assist with recruitment, HR administration, and personal development activities to support team growth and development.

Order and Query Handling: 

  •  Manage, check, and receive incoming orders and queries, distributing work for completion as necessary.
  •  Ensure orders are processed within Service Level Agreements (SLAs).

Monitoring and Intervention: 

  •  Continuously review the team’s order processing and intervene when orders exceed SLAs or require special attention.

Problem Resolution: 

  •  Handle and solve problems that arise within the team, ensuring that issues are addressed promptly and effectively.

  GENERAL RESPONSIBILITIES:

  • General Responsibilities All employees at Digicall have a set of core responsibilities that sit alongside their individual duties and responsibilities:
  • Build and maintain productive working relationships with colleagues and management.
  • Operate within the terms of Sigma’s policies and procedures always ensuring that all work and work-related activities are operated in accordance with legal requirements including POPIA.
  • Demonstrate knowledge and understanding and positively promote equality of opportunity.
  • Be adaptable to change and have an ability to acquire new and relevant skills and knowledge by taking appropriate responsibility for own personal and professional development.
  • Take appropriate care to ensure that company equipment, facilities and infrastructure are not defaced or damaged.
  • Undertake personal Health and Safety responsibilities in accordance with the H.A.S.A.W.A 1974 ensuring that safe systems of work are complied with.
  • Be aware of and take action to report any potential workplace/personal hazards to Health & Safety.

PERSON SPECIFICATION: SKILLS & ABILITIES

  •  Role model – you lead by example in demonstrating the right behaviors.
  •  Proactive – demonstrate experience of working positively in partnership with colleagues internally to drive strong performance.
  •  Know your numbers – A Strong understanding of contact centre metrics and how these are used to review performance to achieve the   right results.
  •  Self-awareness – of your own strengths and development needs.
  •  Initiative – you use it and can work independently by exercising good judgment with sometimes limited direction.
  •  Communication is key – you’re able to understand and communicate difficult messages in a clear, positive, and constructive manner.
  •  Adaptable with the ability to respond positively to working within a pressurized environment.

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