Call Centre Manager O’ Keeffe & Swartz BPO

Call Centre Manager
O’ Keeffe & Swartz BPO – Randburg, Gauteng
R10 000 – R14 000 a month

RESPONSIBILITIES & DUTIES

The responsibilities of the Call Centre Manager are not exhaustive and may change from time-to-time as decided by Management.

  • Responsible for team members achieving all operational KPI’s aligned to operational requirements.
  • Adherence of the team to standard operating procedures within the operational space are monitored and reported on a daily, weekly and monthly basis
  • Chairing daily, weekly & monthly meetings with the team
  • Over-seeing & managing inbound & client services consultants;
  • Ensuring all processes within client services are done with the highest quality, integrity and within SLAs;
  • Carry out daily, weekly & monthly reports;
  • Conduct call evaluations;
  • Conduct performance management;
  • Inspire & motivate inbound & client services consultants;
  • Ensure all queries received, are resolved within 48 hours;
  • Updating clients and inbound Consultants on resolved queries every 48 hours;
  • Drafting and sending of endorsement letters within 48 hours;
  • Filing of all resolved queries on a weekly basis and keeps folders in order;
  • Processing refund requests and sending them to the underwriters for authorization on a weekly basis;
  • General administration as per underwriter products;
  • Assist with any duties given by the reporting line manager;
  • Line testing as and when required;
  • Assist with reprints when necessary;
  • Assisting Inbound with irate clients & answering calls when there is an influx;
  • Resolve ombudsman queries within 24 hours;
  • Assist with work flow control when necessary;
  • Reporting as and when required to;
  • Assist with inbound calls when necessary;
  • Support the Line Manager in all areas when necessary;
  • Maintain a healthy working environment;
  • Training & Coaching Inbound agents

QUALIFICATIONS AND REQUIREMENTS

  • Matric
  • RE/ FAIS accreditation and/or should be working towards achieving certification within 5 years from DOFA.
  • 1 to 2 years Management Experience within a Customer Services Environment
  • Past experience in the Insurance industry is essential

Job Type: Full-time

Salary: R10,000.00 to R14,000.00 /month

Experience:

  • Customer Service: 1 year (Required)
  • Call Center Management: 2 years (Required)

Education:

  • Certificate (Required)

Location:

  • Randburg, Gauteng (Required)
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