Client Engagement Lead Team | Sanlam

The Santam Direct Call Centre is seeking a First Line Manager for the Client Engagement department, based in Bellville, Cape Town.

The role entails ensuring the maintenance of client service service levels within the Contact Centre. The incumbent will lead and manage a team of Client Service Consultants within the broader Client Services team. Flexibility in working shifts and Saturdays as per the schedule is required.

Key Responsibilities:

• Drive client service performance to meet targets.
• Recruit, coach, develop, and motivate staff for optimal performance.
• Provide effective leadership and motivation to the Client Service Consultants team.
• Ensure thorough understanding of operational shifts, targets, products, and business rules among team members.
• Communicate campaign and transfer information to the team.
• Develop service level strategies and monitor individual and team performance.
• Manage resource capacity planning to support service level achievement.
• Actively manage and report on operations and targets.
• Resolve customer queries or complaints within SLA.
• Maintain service quality and desired outputs through compliance with policies and procedures.
• Develop work routines to manage service delivery goals.
• Contribute to the creation of new standards and procedures to improve service delivery.
• Track and resolve operational and performance variations.

Qualifications and Experience:

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

Specific Requirements:

• Three-month probationary period consisting of a four-week training period and on-the-job evaluation.
• Knowledge and Skills:
  • Short term insurance industry knowledge.
  • Understanding of Call Centre function and operations.
  • Familiarity with management principles.
  • Finance for non-financial managers.
  • People management experience.
  • Personal lines experience.