Description<\/p>\n
\tWe are looking for a motivated and experienced Head to lead our outbound retention and policy validation team. This role is ideal for someone with a passion for coaching, performance management, and customer service excellence. If you are driven by results, thrive in a fast-paced environment, and enjoy developing people, we want to hear from you!
\n\tYou will be working for a well-established company with strong values. In exchange for your services, you will receive a competitive compensation package. You will be joining an organisation that values employee development and rewards excellent performance.<\/p>\n
YOUR RESPONSIBILTIES WILL INCULDE:<\/p>\n
\tLead and support a team of Retention Clerks and ensuring daily targets and call quality standards are achieved.
\n\tOversee queue management for efficient call flow and resource utilization.
\n\tProvide regular coaching and mentorship to team members, identifying training needs and performance gaps.
\n\tEnsure teams are equipped with the necessary tools, systems, and support to perform at their best.
\n\tEvaluate call quality and compliance; implement corrective actions and development plans as needed.
\n\tReport on team performance, challenges, and improvement initiatives to senior management.
\n\tFacilitate team meetings focused on performance, problem-solving, and continuous improvement.
\n\tEnsure compliance with all company policies, procedures, and service-level agreements.<\/p>\n
Requirements<\/p>\n
\tMatric (Grade 12)
\n\tFAIS-accredited qualification (Advantageous)
\n\tRE5 regulatory certification (Advantageous)
\n\t2\u20133 years\u2019 experience in the insurance industry, particularly in a service or call center environment\u00a0(Essential)
\n\tProven experience in coaching, mentoring, and performance evaluation
\n\tStrong administrative, analytical, and reporting skills
\n\tIntermediate proficiency in MS Office (Excel, Word, Outlook)
\n\tClear credit and criminal record<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( https:\/\/avbob.mobi\/ ) or<\/p>\n
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