Job Description: The Team Leader should also be knowledgeable on all aspects of the products, systems and processes. Mentors and coaches the team and gives constant real-time support in terms of query resolution. This position is based in Johannesburg. Job Responsibilities: Builds and maintains a high performing team which consistently delivers a “Wow” customer experience in terms of care, professionalism, knowledge and contact resolution Manages and improves performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gaps. Facilitates the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experience. Inspires, leads, engages, coaches, develops and motivates a team of dynamic and successful customer-facing agents to deliver the best service in the insurance industry. Manages people related matters i.e., attendance, absence and attrition within the team to ensure service level contributions are met/exceeded. Job Requirements: A relevant short-term insurance related qualification will be advantageous. FAIS compliance (NQF Level 4) – with credits in personal lines or commercial 5 – 7 years’ experience in an operational environment (preferably within the short-term insurance industry) Completed Matric (Grade 12) 5 – 7 years’ people management experience
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