Contact Centre Team Leader - Sanlam Group

Sanlam Corporate Cluster comprises of the two existing businesses - Sanlam Employee Benefits (SEB) and Sanlam Health Management (SHM) and the soon to be established Sanlam Corporate Solutions. These businesses enhance our corporate business offering through providing integrated solutions for corporate clients both in South Africa and across the African continent by providing tailored solutions to targeted corporates.  

SEB CORE specializes in retirement fund administration to institutional retirement funds spread over a number of industries and services from large single employer run stand-alone funds to multi-employer umbrella funds. This business unit is also responsible for ongoing client servicing ranging from board of Trustees, Employers, Intermediaries and Employees. It is also responsible for the IT deliverables and digital strategy for Sanlam Employee Benefits. 

What will you do?

• Manages and leads a team of agents to exceed customer expectations on a digital electronic platform
• Coach and develop team members to achieve various customer and company Key Performance Indicators

• Engage with the necessary product teams to gain understanding of QA and resource requirements when new products & services are being introduced. 
• Effectively manage behaviours with individuals to ensure company strategic goals are achieved.
• Support all team members by living and displaying the values whilst coaching, holding effective team meetings, and supporting the team with escalated customer interactions
• Identify skill and competency gaps to provide the necessary training and coaching 
• Handling escalations, analysing first time contact resolution targets and supporting the team to achieve goals.
• Effectively communicates all relevant information to staff through team meetings and all other relevant communication methods
• Provides statistical and performance feedback and coaching on a regular basis
• Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.  

Quality assurance

• Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmark as well as Customer scoring metrics
• Will understand Quality framework, in depth to ensure effective coaching can be delivered in both 1:1 and team-based sessions
• Capable of taking part in client and internal calibration sessions, demonstrating a strong understand of Customer Service, Digital Engagements and the agreed Quality Framework
• Manages ongoing performance in line with Performance Management structure and learning and development outcomes.

Management/Supervisory Responsibility:

This position does have a management responsibility. The successful incumbent will have approximately 10-15 agents reporting into them and will have to ensure that relevant information and data is cascaded as necessary to all stakeholders

What will make you successful in this role?

Desired Experience & Qualification

Minimum Qualification:  

• Matric (Completed)
   

Minimum Experience:     

• Relevant business degree or diploma or industry related qualification
• 2 – 3 years Team Leader experience
• 2 - 3 years industry specific experience within a Team Leader capacity would be to your advantage
   

Skills and Abilities (what must I be able to do / display):

• Excellent leadership skills 
• Excellent communication skills both written and verbal
• Strong ability to organise with time management skills 
• Working with people to create a culture focused environment 
• Client centric orientation 
• Strong administrative skills
• Persuading and influencing
• Creating and Innovation
• Coping with pressures and setbacks
• Achieving personal work goals and objectives
• Ability to use Initiative
• Ability to work autonomously
• Ability to maintain objectivity and remains impartial

Qualification and Experience

Grade 12 with 2 years related experience.

Knowledge and Skills

• Drive leads and service targets
• Coaching, quality and compliance
• Reporting and communication
• Management of employees

Personal Attributes

Decision quality - Contributing independently

Interpersonal savvy - Contributing independently

Plans and aligns - Contributing independently

Directs work - Contributing independently

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 business clusters – Sanlam Personal Finance, Sanlam Emerging Markets, Sanlam Investments, Sanlam Corporate, Santam, Miway, as well as the Group Office – the group provides many opportunities for growth and development.

Core Competencies

Cultivates innovation - Contributing independently

Customer focus - Contributing independently

Drives results - Contributing independently

Collaborates - Contributing independently

Being resilient - Contributing independently

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. 

Our commitment to transformation

The Sanlam Group is committed to achieving transformation and embraces diversity.  This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa.  The Group's Employment Equity plan and targets will be considered as part of the selection process.