Team Leader – Customer Call Centre (Fixed‑term, 9 months)

About the role

The Team Leader will supervise the Customer Call Centre, handling escalated client queries and claims. Reporting to the Manager of the Customer Centre, the role ensures efficient end‑to‑end service for claimants and maintains high service standards.

Key responsibilities

• Analyse call volume, advise on staffing and process changes to meet Service Level Agreements.
• Ensure timely answering of calls and safe, efficient emergency handling.
• Monitor quality assurance processes and resolve escalated customer complaints.
• Provide accurate claim status information and guidance on claim lodging procedures.
• Prepare and analyse post‑call survey reports and contribute to regulatory reporting.
• Maintain employee relations, coach staff, conduct performance reviews and develop departmental budgets.

Required profile

• Bachelor’s Degree or Advanced Diploma in Communications, Marketing, Customer Care or related field.
• Minimum five years of call‑centre experience, including at least two years in a supervisory role.
• Persons with disabilities are encouraged to apply.

Required skills

• Proficiency with Microsoft PowerPoint.
• Proficiency with Microsoft Excel.
• Proficiency with Microsoft Word.
• Proficiency with MS Project.