Job Description

Job Summary Our client is looking forxc3x82 a Team Leader (BPO) and a Senior Team Leader (BPO).xc3x82 This role will expose you to a diverse working environment with endless opportunities to grow as an individual and to work for an organization that promotes equality.xc3x82 This is a permanent role based in Cape Town. Ability to identify inefficient/ineffective processes and develops recommendations to enhance controls and efficiency. Provide coaching and feedback to team members to enable them to improve their performance and Provide inputs on process and system to the team. Matric Undergraduate - With minimum of 2 years of College Education or equivalent work experience Minimum of 12 months of work experience in a BPO environment preferably in an Insurance process/ account High level computer proficiency Good computer navigation skills and PC skills Strong Excel, with knowledge of other Microsoft Office Suite Email writing skills Preferably good typing speed and accurate system updating Phone call/master handling skills Keyboarding skills ( at least 30 wpm) Knowledge about US Life Insurance processes Flexibility to work in various shifts Knowledge about US culture Knowledge on quality procedures Create a high performing culture; planning, organizing and prioritizing all work activities to achieve department and team goals and objectives Attention to details Adaptable and flexible Active listening skills Self-discipline Learning and decision making Listening, patience and action oriented Team mentoring, engagement and coaching skills Clear writing and verbal communication Demonstrated problem solving skills and the ability to do multi-tasking Excellent Communication Skills Strong customer service focus Ability to empathize with the customer Prioritizing customer needs Good problem solving , reasoning and analytical skills Negotiation and influencing skills Ability to deliver messages/responses in a clear and concise manner Meeting the SLA Targets. Team management and Transaction/Call Monitoring. Productivity Improvement and Employee engagement. Client interaction, if required at supervisory level. Ensure compliance with internal policies and procedures, external regulations and information security standards. Management reporting and oversight. Driving Quality initiatives in the process to attain measurable positive results. Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis. Ensuring accuracy of performance reports and compliance to internal control requirements. Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams. Establish an environment and work style that promotes the concept of teamwork and professional development. Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed. Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level. Operations Managers, AVP/SAVP for the reporting, settling unresolved issues and escalation. Manager, for reporting performance, escalation handling, clarifying concerns, seeking support and monthly evaluation of performance. Associates, for the purpose of up-skilling them on process-related updates, coaching, mentoring providing assistance and support when required. Subject Matter Experts/ Trainers for the purpose coordinating additional coaching that may be required for certain CSAs. Quality Analyst for the purpose of feedback and audit. Client operations team and SMEs for the purpose of reporting developing and updating training curriculum, provide feedback on training and discussing specific action plans. Escalation teams at the client end for the purpose of seeking clarifications answering queries. Take inbound calls to assist LFG clients, if required at times.

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