| Description |
Requirements:
- Matric/Grade 12. An NQF level 5 qualification will be an advantage.
- Minimum 3 (three) years’ experience leading people in a call centre environment.
- Track record of personal sales success and/or the ability to lead a team to achieve their targets and improve their performance.
- Knowledge of the insurance industry and advantage.
- Lead generation skills and experience.
- Strong coaching and leadership skills.
- Strong administrative skills.
Responsibilities but not limited to:
Sales Growth and Team Performance
- Lead, motivate and support a team of Direct Marketers to achieve daily, weekly and monthly sales targets.
- Drive growth in new business, paid sales, joining fee collection and successful debit results.
- Monitor individual and team performance and implement corrective actions where required.
- Analyse sales reports and performance data to identify opportunities for improvement.
- Create a culture of accountability, ownership and performance excellence.
- Support and participate in branch incentive initiatives aimed at driving sales growth and lead generation.
- Identify risks to achieving branch targets and escalate concerns to management.
Recruitment, Onboarding and Agent Development
- Support recruitment activities to ensure branch staffing targets are achieved
- Participate in interviews, onboarding and induction activities for new Direct Marketers.
- Coach new agents to accelerate their progression to commission-earning status.
- Conduct regular one-on-one coaching sessions and provide constructive feedback.
- Facilitate team training and refresher sessions on products, sales skills and processes.
- Identify development needs and refer agents for additional training when required.
- Encourage a positive, growth-focused team culture aligned to the company's values.
Lead Management and Sales Administration
- Ensure leads are accurately captured, allocated and managed on all relevant systems.
- Monitor lead utilisation and conversion rates and implement improvement initiatives.
- Ensure applications are completed accurately and submitted timeously.
- Assist agents with policy amendments, upgrades, resubmissions and client queries.
- Ensure accurate recording and administration of sales-related information.
Quality Assurance, Compliance and Risk Management
- Monitor sales quality and compliance through call listening, call reviews and audits.
- Ensure all agents comply with FAIS, FICA, POPIA, TCF and company requirements.
- Identify quality concerns and provide coaching interventions to improve outcomes.
- Conduct investigations relating to quality assurance or compliance matters when required.
- Ensure sales scripts, processes and procedures are followed consistently.
- Monitor unpaid sales, debit results and policy cancellations and implement corrective action plans.
Team Leadership and Operational Support
- Conduct daily team huddles and regular performance review discussions.
- Monitor attendance, leave and timekeeping within the team.
- Assist with disciplinary and performance management processes in accordance with company policies.
- Liaise with support departments including HR, Customer Care, QA, Compliance and IT.
- Prepare and submit performance reports and updates to management.
- Assist with branch operations and act in a leadership capacity when requested by management.
- Undertake any additional responsibilities reasonably requested by management.
Please note should you not receive a response within two weeks of applying you may assume that your application was unsuccessful.
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