Team Leader: Customer Call Centre: Fixed-term Contract for 9 months : Centurion
Core
Supervise a call centre unit, manage escalated client queries and complaints regarding claims, and ensure efficient end-to-end service delivery.
Role type
Team Leader, Customer Call Centre
Builds
Call centre operations and claim resolution services
Domain
Insurance / Customer Service
Required skills
Call centre operations, team supervision, claims process management, stakeholder management, employee coaching, performance review, budgeting, data analysis, emergency handling, regulatory reporting
Preferred skills
Call centre qualification, Bachelor's Degree in Communications/Marketing/Customer Care, 5 years experience (2 supervisory)
Technologies
MS Office (Excel, PowerPoint, Word), MS Project, CRM systems
Responsibilities
Supervise call centre staff, handle escalated customer complaints, monitor call volume and service levels, coordinate system operations, prepare regulatory and performance reports, conduct employee performance reviews, manage departmental budgets
Seniority
Mid-level, supervisory