As a First Line Manager, your core tasks will revolve around managing a department’s performance within the Business Shared Services division. Ensuring effective contribution to Client Satisfaction and Experience standards is paramount.
Output/Core Tasks:
- Oversee departmental performance within Business Shared Services
- Manage budget and resource decisions with your team
- Handle People practices and performance statistics within your department
- Coach, train, and develop personnel
- Provide support for team members dealing with complex client enquiries
- Ensure Service Level Agreements and Key Performance Areas are met with optimal quality and service delivery
- Collaborate with Resource Planning team for effective resource plans
- Review management information and suggest process improvements across the business
Role Requirements:
Qualifications:
- Matric/Grade 12
- Relevant business degree/diploma or industry-related qualification
Knowledge and Experience:
- Essential knowledge of the insurance or call centre industry, including:
- Life Assurance environment
- Call Centre and Client Services business
- Financial Service experience
- Advantageous experience in managing personnel within a call centre environment
Competencies:
- Ability to thrive under pressure
- Proficient conflict management skills
- Innovative mindset
- Capability to develop and empower others
- Strong teamwork and communication skills
- Effective decision-making abilities
- Client service orientation
- Objective setting and control
- Self-confidence
- Proficiency in technology usage (computers, telephone systems, software applications)
Knowledge and Skills:
- Drive leads and service targets
- Call Centre control and reporting
- Budget and expenses management
- Employee management
Personal Attributes:
- Builds effective teams
- Exhibits decision quality
- Directs work effectively
- Plans and aligns tasks independently
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