Call Center Manager - Client Care - Insurance Short Term
- Employer
- Staff Concepts
- Location
- Midrand Midrand, Gauteng North Johannesburg, South Africa
- Salary
- Competitive
- Closing date
- Jan 26, 2025
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Role Purpose
Lead and assume operational responsibility for a number of teams within the Client Care
Department (Intermediary focused Call centre, focusing on Personal and Commercial Insuranceproduct servicing).
Responsibilities and work outputs
Target setting
Budgeting
Planning
Shifts
Quality etc.
Team Leader development
Departments staffing, Recruitment and Selection
Performance management, including management of disciplinary processes
Continuous improvement of training methods, performance measurement systems, underwriting standards etc.
Management reports
People management
Relationship management with various stakeholders i.e. intermediaries
· Previously managed call centre teams
Experience and Qualifications
Matric/Grade 12
Relevant tertiary qualification will be highly beneficial
NQF 5 as required/ equivalent qualification
· 120 FAIS Credits
Advanced Excel skills (You will be expected to do projections on graphs etc.)
The ideal candidate must have knowledge and insight about the Client Care department
(having management experience in more than one operational Client Care Department would be highly beneficial)
5 years managerial experience (essential)
Experience as a Department Manager will be an advantage
Relevant experience and accreditation in personal and commercial product (essential)
Broker servicing management experience (advantageous)
FAIS Regulatory examination RE1 (Key Individual exam) will be an advantage
Lead and assume operational responsibility for a number of teams within the Client Care
Department (Intermediary focused Call centre, focusing on Personal and Commercial Insuranceproduct servicing).
Responsibilities and work outputs
Target setting
Budgeting
Planning
Shifts
Quality etc.
Team Leader development
Departments staffing, Recruitment and Selection
Performance management, including management of disciplinary processes
Continuous improvement of training methods, performance measurement systems, underwriting standards etc.
Management reports
People management
Relationship management with various stakeholders i.e. intermediaries
Experience and Qualifications
Matric/Grade 12
Relevant tertiary qualification will be highly beneficial
NQF 5 as required/ equivalent qualification
· 120 FAIS Credits
Advanced Excel skills (You will be expected to do projections on graphs etc.)
The ideal candidate must have knowledge and insight about the Client Care department
(having management experience in more than one operational Client Care Department would be highly beneficial)
5 years managerial experience (essential)
Experience as a Department Manager will be an advantage
Relevant experience and accreditation in personal and commercial product (essential)
Broker servicing management experience (advantageous)
FAIS Regulatory examination RE1 (Key Individual exam) will be an advantage
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