Call Centre Support Manager
- Location
- Cape Town, Western Cape
- Minimum qualification
- Bachelor's degree
- Closing date
First listed . Last checked at source .
In brief
Overview This is an editorial assistant role for a Call Centre Support Manager within the Sanlam Group, based in their Cape Town office. The role is pivotal in ensuring a consistently high standard of client service for financial intermediaries and investors. It focuses on leading and developing a team of consultants, driving operational excellence, and fostering a culture of accountability, continuous improvement, and learning. What you will do * **Leadership**: Lead team members to achieve Client Service’s strategic objectives and grow and implement the Glacier vision for the Communication Centre. * **Client Servicing**: Deliver on contracted Service Level Agreements (SLAs) in both Call Centre and Email teams, provide resolution and guidelines for technical and escalated enquiries and complaints, and create a culture of Treating Customers Fairly. * **Decision Making**: Prioritise and delegate work, analyse data and make data-driven decisions, and manage workflow and efficiencies. * **Managerial Functions**: Oversee performance management, recruitment, general people management, and the implementation of New Ways Of Working (NWOW) management structures and team processes. * **Coaching & Training**: Provide ongoing coaching and identify training and development needs. Implement quality assurance best practices, processes, procedures, and standards. Measure the quality of calls and emails for the communication centre. Conduct results-orientated coaching to improve client experience. Analyse, facilitate, and co-ordinate continual feedback to consultants and management. Compile individual performance reports, recording all feedback to consultants. Review measured standards and suggest improvements to management. Provide input into projects to improve client experience when required. Requirements (from the original advert) * Matric / Grade 12 * Relevant financial qualification and completion of applicable regulatory exams * Glacier experience with exceptional Glacier product and process knowledge (advantageous) * 3 – 5 years Proven management experience * Proven coaching qualification and experience * Client focused * Collaborates * Drive Results * Cultivate Innovation * Resilient * Problem solving skills * Adaptability * Communication skills * Positive, enthusiastic attitude * Teamwork * Ability to thrive under pressure * Honesty, integrity and respect * Ability to adapt to change * Appropriate Financial Degree with 3 to 6 years related experience * Ensure effective audits and expense management controls * Department operations and office management * Management of admin/clerical employees * Good understanding of regulatory and statutory environment * Compile, manage and interpret Reports Who should apply This role is for a manager who thrives on connection, is naturally engaging, values open communication, and leads through collaboration and transparency. The ideal candidate is a leader who shares generously, embraces change, and inspires others to do the same. They should see people as the heart of service, believing that great client experiences start with empowered teams, and be able to balance this with efficient workflow management. Deadline Not specified Reference Original posting: https://www.myjobmag.co.za/job/call-centre-support-manager-sanlam-1 Source: myjobmag
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At a glance
- At least 3 years of experience.
Extracted automatically from the advert; confirm requirements on the original listing.
Job description
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