Job Description: To manage, coach and guide a team. 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. Job Responsibilities: Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues. Use the organization's formal development framework to identify the team's individual development needs. Enter customer information that has been gathered through research and/ 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. Plan and implement actions to build their capabilities. 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. Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential. Job Requirements: Experience in a call centre environment (Essential) 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.; Knowledge of HPI System. Matric / Grade 12/ SAQA Accredited Equivalent (Essential); 3 or more years' experience in a claims environment within the insurance industry (Essential)