Our client a well established Insurance Company is looking to hire a person to fill the role of Team Leader for their 24hr Assistance Department.

The 24/7 Assistance Control Team Leader has the overall responsibility of the team operation. You are the first point of contact for the company’s customers requiring 24hrs Assistance via telephone. Your main responsibility is to guide customers who call for support throughout an event, filter the call and coordinate the teams which will attend at the scene; you will ensure that customers are offered proper service and support and that they go through the event with as little stress as possible. In the meantime your main priority is to minimize the cost and time needed for each case.

The key responsibilities will include:

• Perform real time management of Assistance Control Team
• Ensure call filtering is followed in order to reduce company cost on providing assistance, aiming zero cost for recoveries
• Ensure branded customer service (assistance) is been followed
• Ensure all tasks (care calls) are cleared by your team daily
• Keep track of improvements needed
• Monitor your team – ensure adherence to procedures and policies
• Prepare monthly work schedule for your team, to ensure fair allocation of shifts and co-ordinate annual leaves of the team
• Finalize shift planning for the associates
• Coordinate tasks of your team and ensure all jobs are undertaken by each member of staff as required
• Update departmental procedures when and if required
• Update filtering when and if required, find new ways of approach with customer in order to ensure successful provision of K2K and K2K+ services
• Handle inbound assistance phone calls from customers, related to various events according to the service provided under each product offered by the company.
• Perform such call/ troubleshooting filtering that shall ensure the most cost effective solution for the company without minimizing the service quality standards as those are set by the company.
• Ensure company policies and procedures are followed in all tasks performed.
• Coordinate either by trucker software or by phone the Task Force Team and their tasks Prepare the Teams Work Schedule
• Prepare the Work Schedule for Associates and communicate it to them
• Coordinate Task Force and Associates and establish they can work as a team when both attending an event
• Perform follow-up care calls to all customers using the 24hrs Assistance Service and prepare reporting as described in the process and procedures
• Update and maintain reports and all necessary documentation as per the company’s policies and procedures
• Continuously enhance knowledge of products and procedures
• Provide technical claims team with feedback on Associates in order to ensure quality and accuracy of service
• Shift Briefing/ Debriefing

The ideal candidate will have:

• School leaving certificate
• Call Center Experience

The company is offering a competitive salary and benefits package based on skills and experience.

To apply for this vacancy please send an English version of your CV to admin@smstaffmatters.com with subject: Team Leader – 24hr Assistance Control  VAC-19208T