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)
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