Job Details:
About the role
As a Team Leader you will be accountable for the coordination of the day to day performance of a team of agents, ensuring all KPIs & SLAs are monitored, maintained and achieved. You will manage, maintain and utilise the competency framework for your team whilst motivating and developing each agent to maximize individual performance and improve customer satisfaction.
The successful candidates will set appropriate objectives to each agent in line with our overall business strategy and utilise performance management to appraise and evaluate each team member's personal performance while assisting with their development plans. You will complete monthly one to ones and performance reviews in line with the Company requirements and manage adherence to schedules.
You will also
*.Manage underperformance within the team in an effective and efficient manner.
*.Participate and adhere to the Quality program requirements for your team and ensure adherence to regulatory and compliance related activities.
*.Support and enhance our 'Coaching Culture' that has been created and challenge the 'Status Quo' through our culture of continuous process improvement across the Business.
*.Manage relationships with key internal and external stakeholders.
*.Support and manage projects as required by the business.
*.Embed and support Aviva values and standards within the team.
*.Embody the principles of Systems Thinking, ensuring the fundamentals are actively demonstrated and implemented across the team.
About You
The successful candidate you will be committed to achieve the highest standards of customer care and display excellent interpersonal and communication skills in every task.
You must have attained a minimum qualification which is APA status to be able to do this role. The role holder will be highly motivated, energetic and adaptable to change in a fast moving environment, with excellent relationship management skills. You will be able to lead a team and break new ground and always be looking for ways to improve and change.
You will also
*.You will promote and encourage a team to build morale whilst coaching and mentoring agents to fulfil their potential.
*.You will demonstrate an excellent level of technical and product knowledge and display the ability to use own initiate.
*.You will promote internal relationships with other areas of the business and be an ambassador for Aviva Direct.
*.You will possess excellent organizational skills and display the ability to manage your time and workload as required, while displaying a flexible approach to your work and learning.
This role is within the scope of the Central Bank of Ireland's Minimum Competency Code and the holder of the role is required to have or be working towards one of the following qualification(s):
* Certified Insurance Practitioner
* Associate or Fellow of the Chartered Insurance Institute
* Diploma in Private Medical Insurance
* Accredited Product Adviser...
[Apply on company's page]
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