Digicall SA BPO – Insurance Team Leader_CPT
Digicall SA BPO – Insurance Team Leader_CPT
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:Â
- 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:Â
- Lead and manage a team of agents, providing clear direction and guidance to achieve exceptional customer service standards.
Product and Service Knowledge:Â
- Ensure that all team members have a comprehensive understanding of the products and services offered, up to the required standards.
Leading by Example:Â
- Demonstrate exceptional customer satisfaction rates and well-informed technical knowledge in customer service to set a high standard for the team.
Coaching and Training:Â
- Guide, coach, and train agents to equip them with the competencies needed to deliver exceptional customer service resolutions
Performance Optimization:Â
- Harness the potential of agents to perform at their best and continually improve their skills.
Skills Assessment and Development:Â
- Analyze and evaluate the skills of agents, recommend skill development areas, and pursue opportunities for further skill development.
Attendance and Leave Management:Â
- Â Monitor attendance, punctuality, and leave of personnel to ensure adequate coverage and adherence to scheduling.
Escalation Resolution:Â
- Â Manage requests and escalations between different business units to ensure effective resolution outcomes
Reporting:Â
- Â Regularly report on statistics, data, ratios, attrition, and terminations to provide insights for decision-making and improvement efforts.
Quality Assurance:Â
- Â Manage quality assurance processes to maintain and enhance the quality of customer service delivery.
Recruitment and HR Administration:Â
- Â Assist with recruitment, HR administration, and personal development activities to support team growth and development.
Order and Query Handling:Â
- Â Manage, check, and receive incoming orders and queries, distributing work for completion as necessary.
- Â Ensure orders are processed within Service Level Agreements (SLAs).
Monitoring and Intervention:Â
- Â Continuously review the team’s order processing and intervene when orders exceed SLAs or require special attention.
Problem Resolution:Â
- Â 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:Â SKILLS & ABILITIES
-  Role model – you lead by example in demonstrating the right behaviors.
- Â 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.
- Â 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.
- Â Adaptable with the ability to respond positively to working within a pressurized environment.