Operations Supervisor

Overview

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.

Qualifications

• 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.

Responsibilities

• 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.