We are looking for a motivated and experienced Head to lead our outbound retention and policy validation team. This role is ideal for someone with a passion for coaching, performance management, and customer service excellence. If you are driven by results, thrive in a fast-paced environment, and enjoy developing people, we want to hear from you!You will be working for a well-established company with strong values. In exchange for your services, you will receive a competitive compensation package. You will be joining an organisation that values employee development and rewards excellent performance.YOUR RESPONSIBILTIES WILL INCULDE:Lead and support a team of Retention Clerks and ensuring daily targets and call quality standards are achieved.Oversee queue management for efficient call flow and resource utilization.Provide regular coaching and mentorship to team members, identifying training needs and performance gaps.Ensure teams are equipped with the necessary tools, systems, and support to perform at their best.Evaluate call quality and compliance; implement corrective actions and development plans as needed.Report on team performance, challenges, and improvement initiatives to senior management.Facilitate team meetings focused on performance, problem-solving, and continuous improvement.Ensure compliance with all company policies, procedures, and service-level agreements.Matric (Grade 12)FAIS-accredited qualification (Advantageous)RE5 regulatory certification (Advantageous)2–3 years’ experience in the insurance industry, particularly in a service or call center environment (Essential)Proven experience in coaching, mentoring, and performance evaluationStrong administrative, analytical, and reporting skillsIntermediate proficiency in MS Office (Excel, Word, Outlook)Clear credit and criminal recordEquity Statement: We are committed to Employment Equity when recruiting internally and externally. It is company policy to promote from within wherever possible. “Preference will be given to suitably qualified individuals from previously disadvantaged groups in South Africa.”
