| Role & Responsibilities | Drive performance and efficiencies • Set and meet performance targets for speed, efficiency, sales and quality • Manage the daily running of the call centre • Liaise with colleagues, team leaders, operatives and third parties to gather information, implement solutions and resolve issues • Adhere to company standards and monitor calls to improve quality, conversion rates, minimise errors, risk and track operative performance • Plan and manage new and enhanced changes (including SQA or calibration outcomes with various departments) • Continuously improve performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products • Maintain up-to-date knowledge of industry developments, involvement in networks and keep abreast of technology requirements • Handle the most complex customer complaints or enquiries People • Liaise with HR and Training to plan staff recruitment, manage vacancies, advertising and interviews • Manage staffing requirements to meet demands and scheduling shift patterns • Drive staff performance and reviews – enabling development, identifying training needs and arranging training and coaching sessions • Motivate, retain staff and coordinate remuneration, bonus, reward and incentive schemes • Develop, implement and review core responsibilities and tasks • Ensure adherence to company policies and disciplines Reporting (daily, weekly, monthly and annually) • Analyse reports and performance statistics to make informed business decisions • Forecast and analyse against budget and targets • Maintain and prepare reports for leave, overtime or other impacted statistics that might impact remuneration in time for payroll cut off |
| Qualifications & Experience | • 2 years Outbound Sales Team Leader experience • Preferebly Iong and short term Insurance experience . Experience Managing a team of 15 agents or more . Strong performance management experience . RE qualification would be an added advantage • Essential: Standard 10/ Grade 12/ NQF 4 |
| Knowledge & Skills | • Must have knowledge of multiple technology systems, FAIS and FICA Act, as well as knowledge of company products and existing policies and procedures |
| Competencies | • Computer literate and proficient in the use of Excel, Word and Outlook • Hardworking and creative approach to sales • Fluent in written and spoken English • Strong relationship building skills and proven negotiation skills • Practice good time management and willingness to work longer than normal office hours • Team player who leads by example • Strong performance Management Experience |
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