Operations Supervisor (976 977 978)

The Team Leader will provide ad-hoc support to newly trained advisors, ensuring they handle customer calls effectively and deliver high-quality service. This role involves evaluating and improving advisor performance, responding to ad-hoc requests for assistance, and sitting side-by-side with advisors to support their development and growth within the campaign. The Team Leader will also lead a dedicated team responsible for delivering exceptional business partner support, driving performance, and fostering a culture of continuous improvement.

• First-Time Resolution: Strong decision-making skills with a focus on resolving queries in the first contact.

• Coaching & Mentoring: Ability to coach and guide advisors through the end-to-end processes of the campaign, promoting continuous learning and development.

• On-the-Floor Support: Demonstrated experience in supporting others on the operations floor, providing real-time guidance and feedback.

• Time Management: Excellent timekeeping and the ability to manage multiple tasks under pressure.

• Problem-Solving: Strong analytical and problem-solving skills to identify and address issues quickly.

• Performance Feedback: Ability to identify strengths and weaknesses in advisors and provide constructive feedback to enhance performance.

• Quality Focused: Commitment to maintaining high-quality standards in customer interactions and internal processes.

• Motivated & Self-Starter: Ability to work independently, take initiative, and drive results without direct supervision.

• Relationship Building: Skilled in building relationships at all levels within the business and across departments.

• Reporting: Proficient in Microsoft Excel and PowerPoint for generating reports and presenting findings to the Call Centre Manager.

• Interpersonal Skills: Excellent communication and interpersonal skills, with a focus on teamwork and collaboration.

• Matric / Equivalent qualification.

• 2-3 years of experience in a Team Leader role within a customer service or contact center environment.

• Proven experience in a Sales & Claims environment (Essential)

• Experience in coaching and managing a team to meet performance targets.

• Knowledge of sales processes in a regulated environment is advantageous.

• Proficient in Microsoft Excel for tracking performance and generating reports.

• Escalation Management: Resolve day-to-day escalations, focusing on first-time resolution to ensure customer satisfaction.

• Floor Support: Provide hands-on support to all advisors, ensuring they adhere to best practices and follow company processes.

• Continuous Improvement: Capture and implement continuous improvement opportunities and close the loop on identified gaps.

• Coaching & Development: Lead regular coaching sessions and refresher training for advisors, ensuring alignment with processes and high-quality customer service delivery.

• System Monitoring: Ensure that all systems and tools are functioning effectively, providing support when required.

• Performance Tracking: Monitor individual and team performance, providing feedback and taking corrective actions as necessary.

• Relationship Management: Foster strong relationships with business partners, ensuring effective communication and collaboration across teams and departments.