The Sanlam Group is hiring and invites applications for the Call Centre Manager vacancy.
Location: Cape Town, Western Cape, South Africa
About the Company
Santam is the market leader in the general insurance industry in Southern Africa.
We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Â
Our success is rooted in our passion for our clients and everything we do is centred on our delivery of insurance good and proper.Â
Role Purpose
The purpose of this role is to ensure that client service levels are maintained within the Contact Centre.
Lead and manage a team of Client Service Consultants within the larger Client service team. the Incumbent must be available to work shifts and also Saturdays and as per the shift schedule.
Qualifications and Experience
- Matric certificate or equivalent qualification
- FAIS complaint
- Insurance related qualification
- Computer literate (MS Word, MS Excel and MS Power Point)
- Experience in high volume processes management (advantageous)
- Minimum 2 years’ team management experience in a call center
Key Responsibilities
- Best practice in respect of people management
- Drive Client service performance against targets
- Recruit, coach, develop and motivate staff to ensure optimum performanceÂ
- Process and operations management
- Client service management
- Ensure all operational problems are rapidly analysed and resolved
- Apply basic statistical/data analytics to track and improve performance and its variations
- Address and Resolve operational performance variations
- Resolve customer queries or complaints effectively and within the SLA
Competencies
- Driving Strategy
- Reporting – attentions to detail and tracking performance
- Client Focus – Adhere to strict turnaround times
- Internal stakeholder focus – Adhere to SOP and TAT
- Decision Making
- Enabling Innovation
- Problem Solving
- Team Work
- Planning and Organising
- Enabling Innovation
- Continues Learning
- Talent-Focused Leadership
- Talent Enablement
- Emotional Intelligence
Skills
- Experience in high volume processes management (advantageous)
- Experience in Guidewire ClaimCenter Claims
- Experience in developing & coaching staff
- People Management
- Negotiation skills
- Knowledge of quality processes
- Presentation skills
- Proficient in English
- Good communication (verbal & written )
- Experience in Workflow Management
- Relevant systems knowledge
- Strong client service orientation
- Good knowledge and interpretation of insurance contracts
Build a successful career with us
We’re all about building strong, lasting relationships with our employees.
We know that you have hopes for your future – your career, your personal development and of achieving great things.
We pride ourselves in helping our employees to realise their worth.
Through its four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.
Turnaround time
The shortlisting process will only start once the application due date has been reached.
The time taken to complete this process will depend on how far you progress and the availability of managers.Â
