2088 Team Leader Alarm Monitoring Bureau

A Team Leader in a Bureau context is typically responsible for overseeing a group of individuals tasked with specific administrative risk and data-related functions. The role involves a blend of leadership operational management and technical expertise.

1. Monitor and communicate the progress of new projects in terms of priorities schedule and assessment of risks/issues.
2. Identify current inefficiencies across the team and provide suggestions for optimization improvement and training.
3. To strictly adhere to all Departmental and Company Policies Procedures and SOPs
4. Promote the companys products/services addressing or predicting clients objectives.

Requirements and Prototypes

• Ensure quality management is adhered to within the department at all times.
• Monitor case management within the department and ensure 100% of the time.
• ADHOC a minimum of QA to be done per staff member to identify training needs.
• Identify training needs as part of the mentoring/coaching process and implement an improvement strategy with the Supervisor.
• Ensure that all SVLs are met within each department.
• Obtain sufficient knowledge of all products and pricing to be able to efficiently assist Clients and staff. Continually develop skills and ensure advanced knowledge of all Products.

Client Interaction and Feedback

• Manage Customer Insight Surveys: - Greater than 90% on top 2 boxes (Satisfied)- Less than 4% on bottom 2 boxes (Dissatisfied)- Net Promotor Score must be greater than 70%.
• Ensure Quality Management: - Above 95% - Customer Centricity - QA- Above 95% Call & Email Quality - QA- 100% Business Process - SOPS / CPA / POPI & T&Cs are always followed.
• Make sure 95% of cases are closed on a monthly basis.
• Ensure TAT within the department is always met and Client queries are actioned on time.
• Ensure that CRM Reporting & Master Base is updated with all information 100% of the time.

Business Analytics and Decision-Making

• Ensure 100% compliance to all relevant SOPS within the department.
• Formulate recommend and implement best practices across teams to improve effectiveness and ability to execute.
• Product and Solution Failure Should a client solution fail to execute or function as expected engage with technical and developmental teams to solve.
• To complete any other task or duty management may reasonably expect of you.

Execution and Goal Attainment

Ensure that all SVLs are met within each department:

• Support: 80/20 daily/weekly/monthly.
• Bureau & Fleet: 90/10 incoming interactions 98% of alarms closed within the same half an hour.
• Mails 80% of mails to be completed within Monitoring: Ensure 100% route compliance & trip monitoring -> Team Average.
• To strictly adhere to all Departmental and Company Policies Procedures and SOPs.
• To complete any other task or duty management may reasonably expect of you.

Qualifications and experience:

• 2 to 3 years of experience as a call centre agent
• Matric Certificate or a qualification that is equivalent to Matric

Skills required:

• Good written and verbal communication skills.
• Excellent problem-solving and analysis.
• Proven Work Experience as a Call Centre Agent
• Strategic thinking and problem-solving abilities.
• Computer Literate: Excel and Word

Closing Date: 05 August 2026 at 16:00