Call Centre Manager Key Individual - HR Studio, Johannesburg

  • Johannesburg
  • Salary: Market Related
  • Job Type: Permanent
  • Sectors: Insurance, Management
  • Posted by HR Studio on Thursday, September 12, 2019
  • Reference: 8598
  • Apply before Monday, November 11, 2019 - 54 Days left

Vacancy Details

Employer: HR Studio

We’re looking for…

A leader to efficiently manage the day-to-day operations of:

  • an inbound call centre receiving product enquires and enquiries to join our direct selling business’s salesforce,

  • as well as an outbound, hot-lead long-term insurance call centre selling funeral insurance policies.


The person will manage, supervise, train and motivate their staff members to provide excellent service to customers. The person will also be responsible for understanding and keeping up to date with the selling operations of the Financial Services Provider (“FSP”) in order to fulfil the role of registered Key Individual with the FSCA.


Duties and Responsibilities:

  • Setting and meeting performance targets for the department relating to speed, efficiency, sales and quality.

  • Managing the daily operations of the call centre.

  • Implementing call centre processes, strategies and operations.

  • Handling escalated customer complaints or enquiries.

  • Monitoring random calls to improve quality, minimise errors and track performance.

  • Provide Management with weekly and monthly reporting as requested.

  • Maintaining and analysing statistical data within the call centre.

  • Reviewing the performance of staff, identifying training needs and developing and planning training sessions.

  • Training, motivating and retaining staff.

  • Identifying when new staff are required and managing the recruiting process.

  • Conducting system testing and investigating system failures.

  • Developing and implementing processes and procedures to enhance productivity within the call centre.

  • Keeping up-to-date with industry developments and new call centre technology.

  • Ensuring adherence to risk and compliance standards.

  • Ensuring that the FSP adheres to all regulations and requirements of the FSCA.

  • Developing reports based on specific data in order to analyse the effectiveness of the call centre.

Required Qualifications:

  • Matric Certificate.

  • Recognised tertiary qualifications (including some exposure to finance or financial services).

  • 3-5 years of experience as a call centre manager in Financial Services.

  • 1+ years of management experience in a Category 1 FSP and Category 4 FSP.

  • Regulatory Exam 1 (“RE 1”).

  • Required product experience: Long Term Insurance Subcategories A and B1 (Funeral Insurance Products).

  • The candidate must meet the honesty, integrity and good standing requirements as per BN 194/2017.


Required Skills and Abilities:

  • Proficiency in using Call Centre Management systems and general computer literacy.

  • Able to understand and speak Zulu, Sotho, and English.

  • Great communication skills.

  • Ability to guide, direct and effectively run a team.

  • Ability to motivate a team to meet objectives and targets.

  • Excellent organizational and leadership skills with problem-solving ability.

  • Ability to collect and analyse data to make improvements to the call centre operations, systems and processes.

  • A focused and self-motivated approach to work.

  • Knowledge of binder functions / agreements would be a plus 

Personal Attributes:

  • Has initiative

  • Is self-driven

  • Is positive and energetic

  • Is structured and detail orientated

  • Is relationship focussed

  • Is Proactive – capable of identifying and initiating change

  • Is responsive

  • Pays attention to detail

  • Is approachable

  • Is able to work under pressure.

Apply before Monday, November 11, 2019 - 54 Days left Companies may expire jobs at their own discretion. If you have not received a response within two weeks, your application was most likely unsuccessful.
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About HR Studio


HR Studio was created to connect extra-ordinary talent with dynamic brands using best HR standards and practises.


Founded in 2015, HR Studio is a bespoke consultancy for small to medium sized businesses who need the same quality HR services as a large corporate but an HR solution that can be tailored to their size and budget.

HR Studio offers specialist Human Resources services across various industries. A group of specialists that pride themselves on becoming subject matter experts in your business, the HR Studio team merges seamlessly with your organisation and culture. With people being your business’s most critical asset, HR Studio is committed to ensuring your employees achieve their full potential, work efficiently and most importantly provide value to your business.

HR Studio’s immersive approach ensures support and continuity throughout the employment lifecycle, leaving you to do what you do best and grow your business exponentially.  

We aim to enable SMEs to build exceptional work environments that source and incubate talent to ensure higher productivity, quality results and low employee turnover.