Call Centre Team Leader - Cape Town

SUMMARY:
Our client, an authorized financial services provider, based in Century City is looking to employ a Call Centre Team Leader.

An awesome career opportunity awaits.

POSITION INFO:
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.