Digicall SA BPO – Insurance Team Leader_CPT

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: 

• 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: 

• Lead and manage a team of agents, providing clear direction and guidance to achieve exceptional customer service standards.

Product and Service Knowledge: 

• Ensure that all team members have a comprehensive understanding of the products and services offered, up to the required standards.

Leading by Example: 

• Demonstrate exceptional customer satisfaction rates and well-informed technical knowledge in customer service to set a high standard for the team.

Coaching and Training: 

• Guide, coach, and train agents to equip them with the competencies needed to deliver exceptional customer service resolutions

Performance Optimization: 

• Harness the potential of agents to perform at their best and continually improve their skills.

Skills Assessment and Development: 

• Analyze and evaluate the skills of agents, recommend skill development areas, and pursue opportunities for further skill development.

Attendance and Leave Management: 

•  Monitor attendance, punctuality, and leave of personnel to ensure adequate coverage and adherence to scheduling.

Escalation Resolution: 

•  Manage requests and escalations between different business units to ensure effective resolution outcomes

Reporting: 

•  Regularly report on statistics, data, ratios, attrition, and terminations to provide insights for decision-making and improvement efforts.

Quality Assurance: 

•  Manage quality assurance processes to maintain and enhance the quality of customer service delivery.

Recruitment and HR Administration: 

•  Assist with recruitment, HR administration, and personal development activities to support team growth and development.

Order and Query Handling: 

•  Manage, check, and receive incoming orders and queries, distributing work for completion as necessary.
•  Ensure orders are processed within Service Level Agreements (SLAs).

Monitoring and Intervention: 

•  Continuously review the team’s order processing and intervene when orders exceed SLAs or require special attention.

Problem Resolution: 

•  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: SKILLS & ABILITIES

•  Role model – you lead by example in demonstrating the right behaviors.
•  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.
•  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.
•  Adaptable with the ability to respond positively to working within a pressurized environment.

Apply now