Contact Centre Team Leader - Insurance Sales

SUMMARY:
The Role:

Sales Teamleader

Permanent (Basic and Commission)

Based in Randburg

OVERALL PURPOSE OF JOB:

The Sales Team leader will run a team of outbound sales agents. 

Main Responsibilities (including but not limited to):

POSITION INFO:
The Role:

Sales Teamleader

Permanent (Basic and Commission)

Based in Randburg

OVERALL PURPOSE OF JOB:

The Sales Team leader will run a team of outbound sales agents. 

Main Responsibilities (including but not limited to):

• Achieve the sales team quotas
• Ensure that conversion targets are achieved as per company requirement
• Handle all inbound sales requests to enhance the customer experience
• Aim to resolve all matters upon first contact (First call resolution)
• Work with team members in order to increase motivation and drive results
• Take any escalated calls from clients and deal with them in a courteous and professional manner
• Take responsibility for personal development
• Promote service delivery
• Interface with support teams on any problem areas
• Manage and track media correspondence within the team (Email, Faxes, Phone calls)
• Retain ownership of and manage customer queries within turnaround times
• Escalate and manage customer queries as required
• Encourage a fun, competitive and productive atmosphere within the team
• 100% case ownership and contact management
• Capturing information according to set data standards
• Make sound judgements in the interest of the customer and team as and when required within scope of responsibility
• Lead Prospect Management
• Project Management
• Develop, contribute to and maintain the teams score card and KPIâ??s
• Coach staff
• Ensure that staff are well equipped with training â?? assess and identify training needs.

COMPETENCIES:

• Customer Focus
• Building a Successful Team
• Coaching
• Communication
• Contributing to Team Success
• Gaining Commitment
• Information monitoring
• Leading Through Vision and Values
• Sales Ability/Persuasiveness

Required Competencies and Attributes:

• Insurance experience will be advantageous
• Must have Excel experience
• Strong understanding of the Telesales market and the ability to deliver against targets set by the customer or the business
• A successful track record in leading/Supervising an inbound/outbound Telesales operation, meeting targets delivering premium customer service with a minimum of 2 yearsâ?? experience
• A successful track record in Telesales with a minimum 3 yearsâ?? experience

EDUCATION, QUALIFICATIONS, EXPERIENCE NECESSARY:

• Grade 12
• Bilingual (speak, read, write)
• Strong people management record with a demonstrated ability to motivate, coach guide a team
• Understanding of the principles of telesales customer behaviour as it pertains to sales
• Ability to drive a sales team to exceed daily, weekly monthly targets
• Proven ability to motivate and lead high performing teams to meet KPIâ??s targets

 

 

 

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