Job Description

JOB PURPOSE

To ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.

RESPONSIBILITIES

Operations Management

Supervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient.

Organizational Capability Building

Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential.

Customer Relationship Management (CRM)

Data Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities. Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.

Leadership and Direction

Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organization's strategy, mission and vision; motivate people to achieve local business goals.

Performance Management

Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance of the team; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Customer Service

Act as first-line supervisor of a team providing operational support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Ensure effective customer relationships and maintain customer satisfaction at all times. Customer Management Help manage customer relationships by using relevant systems.

Insights and Reporting

Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.

Improvement / Innovation

Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.

Operational Compliance

Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.

Correspondence

Respond to requests and escalated requests using telephonic conversation or emails (internal and external stakeholders).

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

TECHNICAL COMPETENCIES

Customer Service Delivery

Use comprehensive knowledge and skills and guide and train others to meet high customer service standards.

Compliance

Use comprehensive knowledge and skills and guide and train others to achieve full compliance with applicable rules, regulations and policy and procedures in management and/or operations.

Verbal and Written

Communication Use clear and effective verbal and written communications skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.

Planning and Organizing

Provide technical guidance when required to plan, organize, prioritize and oversee activities to efficiently meet business objectives.

Action Planning

Provide technical guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Learning and Talent Development

Provide technical guidance when required to motivate all employees to learn, grow and develop so that they can obtain the knowledge and experience they need to help the organization reach its goals.

Customer System Operation

Provide technical guidance when required to understand and effectively operate all customer management systems. Knowledge of Avaya customer system.

Data Collection and analysis

Provide technical guidance when required to analyze data trends for use in reports to help guide decision making.

Data Management

Provide technical guidance when required to acquire, organize, protect and process data to fulfill business objectives.

Reporting

Provides technical guidance when required to create relevant, lucid and effective reports.

Computer skills

Support business processes by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed. Proficient in MS Office

EXPERIENCE

General Experience

5 or more years' experience in a customer service environment within the insurance industry (Essential); Experience in a call centre environment (Essential); Experience with Avaya related system (Advantageous)

Managerial Experience

1 or more years' experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)

Telesure Investment Holdings