Job Description
Our Client is Hiring experienced International UK/USA Off Shore BPO Team Leaders.

Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines.
Produce reports to gauge process performance and lead process meetings / calls.
Customer satisfaction and voice quality on calls will be key metrics to be focused on.
Drive overall performance and manage International Insurance voice processes.
Attrition management will be a prime deliverable.

Manage teams and ensure customer satisfaction, quality and productivity targets are met
Motivate team members and control attrition
Complaint and escalation management
Monitor call transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
Provide coaching and feedback to team members to enable them to improve their performance.
Assist new hires such that they are productive on the floor in the shortest possible time frame
Client Interaction, where required – Daily/Weekly/Monthly
Ensure compliance with internal policies and procedures, external regulations and information security standards.
Collect and provide data required for various audits
Effectively manage queue and balancing of work load

Knowledge of the function, process and systems
Coaching and Feedback ability
Clear written and verbal communication
Effective operations management
Managing and setting up a pilot process in the past is highly preferred

Education Requirements
Grade 12 Matric
3 years of work experience in Business Process Off-shoring.
One year of supervisory experience in International Voice business, preferably and international client domain and Insurance industry.
Start date: ASAP
Salary: Market Related based on level of experience
Contribution towards Fibre: R600
Contribution towards your own personal Medical aid: R764
Contribution towards pension
Must be able to work rotational shifts
This is a work from home position so you must have Fibre
Clear ITC
Clear criminal record
Clear Disciplinary record

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 201967 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 .

Job Type
Full-Time Regular

Cape Town Western Cape

Min Salary
0.00 ZAR

Max Salary
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