TIH Careers – Team Lead Customer Services

Job Description:

To ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.

Job Responsibilities:

• Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
• Respond to requests and escalated requests using telephonic conversation or emails (internal and external stakeholders).
• Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
• Help manage customer relationships by using relevant systems.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Act as first-line supervisor of a team providing operational support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times.
• Identify, within the team, instances of non-compliance with the organisation’s policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
• Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.
• Ensure effective customer relationships and maintain customer satisfaction at all times.

Qualification & Experience:

• Experience in a call centre environment (Essential);
• 3 or more years experience in a customer service environment within the insurance industry (Essential);
• Matric / Grade 12/ SAQA Accredited Equivalent (Essential)
• Experience with Avaya related system (Advantageous) Managerial Experience -1 or more years experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)

Job Details:

Company: Telesure Investment Holdings – TIH

Vacancy Type:  Full Time

Job Location: Pretoria, Gauteng, SA

Application Deadline: N/A

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