Stay safe online. Now more than ever it’s important to be cybersafe. See Santam’s tips to help you stay safe online. Learn more. Find your perfect role at SantamTeam Leader - Client Engagement (CAPE TOWN)The Santam Direct Call Centre has a position available for a First Line Manager in the Client Engagement department. The role is based in Bellville, Cape Town.The purpose of this role is to ensure that the client services service levels are maintained within Contact Centre. Lead and manage a team of Client Service Consultants within the larger Client Services team. The incumbent must be available to work shifts and also Saturdays as per the shift schedule.What will you doDrive client service performance against targets.Recruit, coach, develop and motivate staff to ensure optimum performance.Provide effective leadership and motivation to a team of Client Service Consultants to ensure performance targets are achieved in line with the organisation’s culture and values.Ensure a consistent and detailed understanding amongst all service team members of the operational shifts, targets, products, business rules and conditions.Communicate nature, rules and all related information for campaigns and transfers.Drive performance excellence by developing service level strategies, monitor and manage individual and team performance targets, accomplishments, related incentives and team expense budget against set targets.Manage resource capacity planning and utilization thereof to support the achievement of service levels across.Actively manage and report on operations and the achievement of targets.Resolve customer queries or complaints effectively and within SLA,maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.Develop work routines in line with operational plans/schedules in order to manage achievement of service delivery goals.Share knowledge on, and participate in the creation of new standards, control systems and procedures to improve service delivery.Track and resolve operational and performance variations. Qualification and ExperienceQUALIFICATIONS AND EXPERIENCEGrade 12RE CertificateShort Term Insurance Qualification (NQF Level 4)Degree or National Diploma (NQF 6) with attendance in Insurance Programmes (NQF 5)Minimum 2 years’ team management experience in a call centre environmentSPECIFIC REQUIREMENTSThere will be a probationary period for three months, which consist of the following two phases: four week training period after which your knowledge will be assessed; and on a job evaluation phase during which progress will be measured against your ongoing ability to meet a set sales target.Knowledge and SkillShort term insurance industry knowledgeKnowledge of Call Centre function and operations (telephony, workplace scheduling, metrics)Knowledge of management principlesFinance for non-financial managers (budgeting, managing transactional costs)Build a successful career with usWe’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 timeThe 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. Our commitment to transformationAt Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets. Our recruitment process OnboardingYou made it. Here we ensure we receive all your documents to get you onto our payroll system. Our recruitment process Step 1Our vacancies are advertised between 3-5 days depending on the market availability of the skills required. Our recruitment process Step 2Could take a couple of days depending on the volume and the screening process, which various according to the complexity of the role. Our recruitment process Step 3Long listed candidates are sent to the hiring manager to review and consider for the next stage of the selection process. Our recruitment process Telephonic screeningStep 4Candidates may be contacted for a short screening interview to get to know them better and to ask any clarity seeking questions. Our recruitment process Your interviewStep 5We use a competency interview model. Interview dates will be confirmed via e-mail. During the interview you will be introduced to the panel and the process will be explained. Remain calm and sell yourself. This is our opportunity to match your skills to the job. You only get one shot! Our recruitment process AssessmentStep 6Should we like what you bring to the table, depending on the job you are being considered for, you may be invited to complete a psychometric assessment. Further employment checks are conducted the ensure the validity of your credentials. Our recruitment process Step 7Prior to an offer being made, there may be a second interview to meet with the Head of Department.Should there be a need for any further interviews, be sure to bring the same charm that got you through your first interview. Our recruitment process OnboardingStep 8You made it. Here we ensure we receive all your documents to get you onto our payroll system. Our recruitment process AdvertiseStep 1Our vacancies are advertised between 3-5 days depending on the market availability of the skills required. Our recruitment process Step 2Could take a couple of days depending on the volume and the screening process, which various according to the complexity of the role. Our recruitment process Step 3Long listed candidates are sent to the hiring manager to review and consider for the next stage of the selection process. Our recruitment process Telephonic screeningStep 4Candidates may be contacted for a short screening interview to get to know them better and to ask any clarity seeking questions. Our recruitment process Your interviewStep 5We use a competency interview model. Interview dates will be confirmed via e-mail. During the interview you will be introduced to the panel and the process will be explained. Remain calm and sell yourself. This is our opportunity to match your skills to the job. You only get one shot! Our recruitment process AssessmentStep 6Should we like what you bring to the table, depending on the job you are being considered for, you may be invited to complete a psychometric assessment. Further employment checks are conducted the ensure the validity of your credentials. Our recruitment process Step 7Prior to an offer being made, there may be a second interview to meet with the Head of Department.Should there be a need for any further interviews, be sure to bring the same charm that got you through your first interview. Our recruitment process OnboardingStep 8You made it. Here we ensure we receive all your documents to get you onto our payroll system.TIPS & TRICKSGetting ready for your interviewThere is not just one way to be successful at Santam, nor is there one way to interview with us. Interviewing is a two-way process - it helps us learn about you, and it helps you learn about us, our people, and what you could do here.Santam has been officially recognised by the Top Employers Institute as a Top Employer 2024 for excellence in people practices. This is the eighth consecutive year that we have achieved this accolade.#J-18808-Ljbffr