AD
Call Centre Manager
O’ Keeffe & Swartz BPO – Randburg, Gauteng
R10 000 – R14 000 a month
RESPONSIBILITIES & DUTIES
The responsibilities of the Call Centre Manager are not exhaustive and may change from time-to-time as decided by Management.
- Responsible for team members achieving all operational KPI’s aligned to operational requirements.
- Adherence of the team to standard operating procedures within the operational space are monitored and reported on a daily, weekly and monthly basis
- Chairing daily, weekly & monthly meetings with the team
- Over-seeing & managing inbound & client services consultants;
- Ensuring all processes within client services are done with the highest quality, integrity and within SLAs;
- Carry out daily, weekly & monthly reports;
- Conduct call evaluations;
- Conduct performance management;
- Inspire & motivate inbound & client services consultants;
- Ensure all queries received, are resolved within 48 hours;
- Updating clients and inbound Consultants on resolved queries every 48 hours;
- Drafting and sending of endorsement letters within 48 hours;
- Filing of all resolved queries on a weekly basis and keeps folders in order;
- Processing refund requests and sending them to the underwriters for authorization on a weekly basis;
- General administration as per underwriter products;
- Assist with any duties given by the reporting line manager;
- Line testing as and when required;
- Assist with reprints when necessary;
- Assisting Inbound with irate clients & answering calls when there is an influx;
- Resolve ombudsman queries within 24 hours;
- Assist with work flow control when necessary;
- Reporting as and when required to;
- Assist with inbound calls when necessary;
- Support the Line Manager in all areas when necessary;
- Maintain a healthy working environment;
- Training & Coaching Inbound agents
QUALIFICATIONS AND REQUIREMENTS
- Matric
- RE/ FAIS accreditation and/or should be working towards achieving certification within 5 years from DOFA.
- 1 to 2 years Management Experience within a Customer Services Environment
- Past experience in the Insurance industry is essential
Job Type: Full-time
Salary: R10,000.00 to R14,000.00 /month
Experience:
- Customer Service: 1 year (Required)
- Call Center Management: 2 years (Required)
Education:
- Certificate (Required)
Location:
- Randburg, Gauteng (Required)
Apply here