What will you do?

Manages and leads a team of contact centre advisors. Ensuring that the team reaches and exceeds set target(s) by monitoring individual performance on a constant basis. The Team Leader should also be knowledgeable on all aspects of the products, systems and processes.
Mentors and coaches the team and gives constant real time support in terms of query resolution.

What will make you successful in this role? Builds and maintains a high performing team which consistently delivers a “Wow” customer experience in terms of care, professionalism, knowledge and contact resolution Facilitates the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experience. Inspires, leads, engages, coaches, develops and motivates a team of dynamic and successful customer facing agents to deliver the best service in the insurance industry. Manages people related matters i.e., attendance, absence and attrition within the team to ensure service level contributions are met/exceeded. Manages and improves performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gaps. and/or through written correspondence Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn around times. Improve customer satisfaction, experience and insight. Manage own development to increase own competencies. Deliver exceptional customer service that exceeds customers’ expectations through proactive, innovative and appropriate solutions. Ensuring achievement of underwriting and profitability objectives through internal processes. Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets. Qualifications and Experience

Qualifications 

Completed Matric (Grade 12) FAIS compliance (NQF Level 4) with credits in personal lines or commercial A relevant short term insurance related qualification - Advantageous.

Experience 

5 - 7 years’ people management experience 5 - 7 years’ experience in an operational environment (preferably within the short-term insurance industry) Knowledge and Skills Drive Sales targets Coaching and Motivating Team Quality Auditing Managing Compliance Reporting and communication Management of employees Building High Performance Teams Personal Attributes Communicates effectively - Contributing independentlyAction orientated - Contributing independentlySituational adaptability - Contributing independentlyOptimises work processes - Contributing independentlyBuild a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping  our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies Cultivates innovation - Contributing independentlyCustomer focus - Contributing independentlyCollaborates - Contributing independentlyBeing resilient - Contributing independentlyDrives results - Contributing independentlyTurnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. 

Our commitment to transformation