Job Description

JOB PURPOSEProvide coaching, guidance, feedback, recommendations and follow up on identified coaching opportunities to call centre consultants and managers. Focus on an end to end basis on service complaints, customer feedback, surveys, SQA, product change/new product alignment training and other best in class call centre techniques in order to support an excellent delivery of the customer experience.RESPONSIBILITIESCustomized Coaching Plan and Delivery Develop training courses to fill gaps in existing programs, methods or tools. Run training programs for specific technical areas using prepared content. Provide one-on-one coaching to improve performance (product knowledge, policies, procedures, and compliance). Ensure that each consultant are guided and coached in accordance with the
measures, goals and objectives set for them. Align internal stakeholders (Learning and Development Department) to ensure training stays relevant. Ensure effective change management to consultants in terms of communicating and procedural changes in applicable process, scripting, product knowledge etc. Ensure that consultants are aligned to the brand specific people programme through the management of the onboarding process for consultants.Coaching Needs AnalysisSupport the identification of learning needs by analyzing performance and competence data to identify gaps in relation to required levels; recommend priorities for Learning and Development interventions. Identify coaching opportunities by considering the end to end customer experience failures.Operational ComplianceDevelop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. Identify, within consultant's performance, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, provide coaching when required.Work Scheduling and AllocationOrganize own work schedule each day in line with changing priorities.Insights and ReportingExtract and combine data to generate standard reports. Provide continuous feedback and reports to individual and management in terms of coaching impact as well as performance improvement. Present findings and recommendations on possible coaching opportunities to Management for approval in order to implement coaching initiatives.Internal Client Relationship ManagementBuild effective working relationships within the internal support departments within the organization, delivering high-quality professional services. Consult and provide feedback and support to consultant's managers and consultant in terms of required coaching needs.Performance ManagementPrioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance.Personal Capability BuildingDevelop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Ensure up to date knowledge of STI Procedures and philosophies so that work meets operational and financial results against targets. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.TECHNICAL COMPETENCIES Coaching DevelopmentProvide technical guidance when required to motivate all employees to grow and develop so that they can utilize their knowledge and experience needed to help the organization reach its goals.Verbal and Written CommunicationUse clear and effective verbal and written communications skills provide technical guidance when required to express ideas, request actions andformulate plans or policies.Planning and OrganizingPlan, organize, prioritize and oversee activities to efficiently meet business objectives and provide technical guidance when required.Action PlanningProvide technical guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.AssessmentProvide technical guidance when required to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.Presentation skillsCommunicate with other people and provide technical guidance when required to speak in a clear, concise and compelling manner.Policy and proceduresMonitor, interpret and understand policies and procedures, make sure theymatch organizational objectives and provide technical guidance when required.Computer skillsSupport business processes with comprehensive understanding and effective use of standard office equipment and standard software packages, while also providing guidance and training to others. Proficient in Microsoft Office Suite; Telephony Systems; Computer literacy.ReportingProvide technical guidance when required on creating relevant, lucid and effective reports.LMS, e-learning and computer-based trainingApply concepts of knowledge / skill independently and also able to provide technical guidance when required.EDUCATION General EducationGrade 12/ SAQA Accredited Equivalent (Essential); FAIS recognized qualification (Essential); RE 5 (Essential); Diploma or certificate in coaching or
training (Essential); Relevant degree in coaching or training (Advantageous)EXPERIENCE General Experience2 - 3 years experience within a customer service and/or claims environment as a coach (Essential); 2 - 3 years short term insurance industry experience (Essential)ADDITIONAL INFORMATIONSAQA Accredited Equivalent - It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.

Telesure Investment Holdings