Team Leader (Client Engagement)

Website Santam Insurance

Job Description:

The purpose of this role is to ensure that the client services service levels are maintained within Contact Centre. Lead and manage a team of Client Service Consultants within the larger Client Services team. The incumbent must be available to work shifts and also Saturdays as per the shift schedule.

Job Responsibilities:

  • Drive client service performance against targets.
  • Ensure a consistent and detailed understanding amongst all service team members of the operational shifts, targets, products, business rules and conditions.
  • Recruit, coach, develop and motivate staff to ensure optimum performance.
  • Communicate nature, rules and all related information for campaigns and transfers.
  • Drive performance excellence by developing service level strategies, monitor and manage individual and team performance targets, accomplishments, related incentives and team expense budget against set targets.
  • Provide effective leadership and motivation to a team of Client Service Consultants to ensure performance targets are achieved in line with the organisation’s culture and values.

Job Requirements:

  • RE Certificate
  • Minimum 2 years’ team management experience in a call centre environment
  • Grade 12
  • Short Term Insurance Qualification (NQF Level 4)
  • Degree or National Diploma (NQF 6) with attendance in Insurance Programmes (NQF 5)

Job Details:

Company: Santam Insurance

Vacancy Type: Full Time

Job Location: Bellville, Western Cape, South Africa

Application Deadline: N/A

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