Supervisor Operations (Team Leader) (m/f/d) (MU)

Allianz
Mauritius
Full timeFunction: Administration & Executive AssistanceEducation: associatesSkills: ["Organization","Priority management","Problem anticipation","Reactivity","Conflict resolution"]

Supervise day-to-day customer service operations under the Group Manager, coaching teams to handle calls and case files effectively. Lead a team of 12–15 people, ensure operational procedures and related controls are followed, and support difficult calls through listening, feedback, and debriefs. Track quantitative and qualitative call statistics, manage complaints and escalations, and monitor action plans against KPIs while developing staff competencies.

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FursaFursa
Allianz
Allianz
1 week ago

Supervisor Operations (Team Leader) (m/f/d) (MU)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Supervise day-to-day customer service operations under the Group Manager, coaching teams to handle calls and case files effectively. Lead a team of 12–15 people, ensure operational procedures and related controls are followed, and support difficult calls through listening, feedback, and debriefs. Track quantitative and qualitative call statistics, manage complaints and escalations, and monitor action plans against KPIs while developing staff competencies.
Location: Mauritius
Employment Type: Full time · Permanent
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Coach and support teams in taking calls, resolving call conflicts, and running challenges.
  • •Ensure application of operational procedures and implementation of associated controls.
  • •Provide support during difficult call situations via listening, double-listening, and coaching; conduct individual and collective debriefs.
  • •Communicate team results (quantitative and qualitative) and ensure action plans are followed against assigned KPIs.
  • •Produce daily call and anomaly statistics by team and by agent, manage complaints, update operational procedures and the agent toolkit, and validate cross-check non-conformities.

Key Requirements

  • •Relevant Bac+2 education in customer relations, commercial, or insurance fields.
  • •Confirmed experience as a customer service agent or significant experience in a similar role.
  • •Experience in hands-on team management.
  • •Mastery of customer relationship techniques.
  • •Fluency in French and English, with availability to work shifts.
Education:Associate's in Relation client, commercial, Assurance
Skills:OrganizationPriority managementProblem anticipationReactivityConflict resolution
Languages:FrenchEnglish

Company Brief

Allianz
Global insurance and financial services group offering property-casualty insurance, life and health insurance, asset management, and corporate risk solutions to individuals, businesses, and institutions across more than 70 countries.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Munich, Germany
Founded: 1890
WebsiteLinkedIn