Job Description

Our client in George is looking for a BPO Assistant Manager with US Insurance experience to join their fast-growing team within the BPO industry.

Essential Functions:
  • Ability to identify inefficient/ineffective processes and develops recommendations to enhance controls and efficiency
  • Providing coaching and feedback to team members to enable them to improve their performance
  • Provide inputs on process and system to the team
  • Meeting the SLA Targets
  • Team management and Transaction/Call Monitoring
  • Productivity Improvement and Employee engagement
  • Client interaction, if required at supervisory level
  • Ensure compliance with internal policies and procedures, external regulations and information security standards
  • Management reporting and oversight
  • Driving Quality initiatives in the process to attain measurable positive results
  • Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
  • Ensuring accuracy of performance reports and compliance to internal control requirements
  • Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
  • Establish an environment and work style that promotes the concept of teamwork and professional development
  • Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
  • Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level
Primary Internal Interactions:

Below outlines the interactions within the company
  • Operations Managers, AVP/SAVP for the reporting, settling unresolved issues and escalation
  • Manager, for reporting performance, escalation handling, clarifying concerns, seeking support and monthly evaluation of performance
  • Associates, for the purpose of up-skilling them on process-related updates, coaching, mentoring & providing assistance and support when required
  • Subject Matter Experts/ Trainers for the purpose coordinating additional coaching that may be required required for certain CSAs
  • Quality Analyst for the purpose of feedback and audit
  • Primary External Interactions:
  • Client operations team and SMEs for the purpose of reporting developing and updating training curriculum, provide feedback on training and discussing specific action plans
  • Escalation teams at the client end for the purpose of seeking clarifications & answering queries
  • Take inbound calls to assist LFG clients, if required at times
Organizational Relationships:
  • Reports To: Manager – Training Delivery Supervises: Trainers
Technical Skills:
  • High level computer proficiency including:
  • Good computer navigation skills and PC skills
  • Strong Excel, with knowledge of other Microsoft Office Suite
  • Email writing skills
  • Preferably good typing speed and accurate system updating
  • Phone call/master handling skills
  • Keyboarding skills (at least 30 wpm)
  • Process Specific Skills
  • Knowledge about US Life Insurance processes
  • Flexibility to work in various shifts
  • Knowledge about US culture
  • Knowledge on quality procedures
Technical Skills (Advantage):
  • Create a high performing culture; planning, organizing and prioritizing all work activities to achieve department and team goals and objectives
  • Attention to details
  • Adaptable and flexible
  • Active listening skills
  • Self-discipline
  • Learning and decision making
  • Listening, patience and action oriented
Soft skills (Minimum):
  • Business awareness
  • Excellent Communication skills - Speak and communicate clearly, concisely and effectively; listen to, and understand, information and ideas as presented verbally and in writing
  • Interpersonal Skills
  • Feedback Skills
  • Customer Service Focus
  • Active listening skills
  • Coaching and mentoring skills
  • Presentation and Facilitation Skills
Soft Skills (Advantage):
  • Self-disciplined and result oriented
  • Teamwork/ Managing Self / Adaptability
  • Ability to multitask
  • Data gathering ability/ Eye for detail
  • Business Writing Skills
Soft Skills (Minimum):
  • Team mentoring, engagement and coaching skills
  • Clear writing and verbal communication
  • Demonstrated problem solving skills and the ability to do multi-tasking
  • Excellent Communication Skills
  • Strong customer service focus
  • Ability to empathize with the customer
  • Prioritizing customer needs
  • Good problem solving, reasoning and analytical skills
  • Negotiation and influencing skills
  • Ability to deliver messages/responses in a clear and concise manner
Education Requirements:
  • Graduation with minimum of 2 years of College Education or equivalent work experience
Work Experience Requirements:
  • Candidate should have a minimum of 12 months of work experience in a BPO environment preferably in an Insurance process/ account
Working hours:
  • Monday-Sunday 24/7 rotational shifts
Location - Based in George, Western Cape

Salary: R18,300

Benefits: Pension fund contribution and medical aid

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 202148 subject heading or email body.

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed in maintaining diversity in its’ appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email


Employee Type
Full-Time Regular
Cape Town Western Cape
Min Salary
0.00 ZAR
Max Salary
0.00 ZAR