Assistant Manager - Team Leader Operations - BPO

Recruiter:

ABC Worldwide

Job Ref:

CPT001421/CB

Date posted:

Wednesday, February 9, 2022

Location:

Capetown, South Africa

Salary:

R17k

SUMMARY:
Drive overall performance and manage outbound cold calling sales for a UK Insurance voice processes Life Insurance Business. Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance and lead process meetings / calls. In addition to sales per hour, call service levels, customer satisfaction and voice quality on calls will be key metrics to be focused on. Sales & attrition management will be a prime deliverable.

JOB DESCRIPTION:

Performance parameters
? Sales per hour for agent to team level
? Customer Satisfaction - as per agreed Key Success Factors.
? Process performance – as per agreed KSFs.
? Attrition - as per agreed KSFs.
? Quality and productivity Improvement
? Level of subject matter expertise – To be able to support team queries
Any other essential function that may occur from time to time as directed by the Supervisor

Role/Responsibility
? Upskill and manage sales performance at an hourly/daily/weekly/monthly level
? Manage teams and ensure customer satisfaction, quality and productivity targets are met
? Motivate team members and control attrition
? Complaint and escalation management
? Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
? Provide coaching and feedback to team members to enable them to improve their performance.
? Assist new hires such that they are productive on the floor in the shortest possible time frame
? Client Interaction, where required – Daily/Weekly/Monthly
? Ensure compliance with internal policies and procedures, external regulations and information security standards.
? Collect and provide data required for various audits like GI/Internal Audit
Effectively manage queue and balancing of work loads

Competencies & Skills
? Prior Sales Experience preferably International Outbound Cold Calling Sales
? Knowledge of the function, process and systems
? Coaching and Feedback ability
? Clear written and verbal communication
? Effective operations management

Values & Behavior
? Sales Mindset, determined, resilient, perseverant and persistent
? Customer Service Orientation.
? Quality Orientation.
? Empathy for effective on the job coaching and feedback.
Education Requirements
Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education

Work Experience Requirements
Minimum 3 years of work experience in Business Process Off-shoring. Should have at least one year of supervisory experience in international Voice business, preferably in UK client domain and Insurance industry.

NB! This job is now closed. You can apply for other jobs by uploading your CV.

Similar jobs you might be interested in:

Admin Assistant to Portfolio Manager â Body Corporate
Location: Milnerton
Salary: R10 000.00 Monthly
Intro:A boutique real estate agency with a growing reputation for excellence in sales, rentals, and body corporate/sectional title management is seeking an Administrative assistant to support the Portfolio manager.
1 day ago

Assistant Hotel Manager
Location: Cape Town
Salary: R18000
Join a prestigious hospitality brand as an assistant Hotel manager!You will be delivering exceptional guest experiences by overseeing daily operations, managing staff, and ensuring high service standards. This role blends leadership, operational excellence, and a passion for hospitality in a luxury environment Cape Town | Permanent | On-site | R18 000pm to R26 000pm
8 days ago

Assistant Laundry Manager
Location: Cape Town
Salary: R12 500
Join a Luxurious 5-Star Hospitality Company!Are you passionate about maintaining impeccable standards and delivering excellence in Hospitality? We are seeking a dedicated assistant Laundry manager to support our laundry operations and uphold our commitment to luxury and service.CPT | Onsite | Permanent | R12k - R16k
8 days ago

Assistant General Manager
Location: Hout Bay
Salary: Monthly
Breathtaking Boutique Hotel is looking for an assistant GENERAL manager to join their team
11 days ago

Assistant Front Office Manager
Location: Cape Town
Salary: Monthly
Large Hotel in Cape Town is looking for a professional and experienced assistant Front Office manager. The candidate will be responsible to support the Front Office manager in administering front office functions and supervising staff and the day-to-day operations inclusive of the Concierge, Switchboard and Guest Services / Front Desk team and to ensure the front office team adheres to all re...
12 days ago

Assistant Wine Studio Manager
Location: Franschhoek
Salary: Monthly
Wine Studio at a high-end Estate close to Franschhoek is looking for an assistant Wine Studio manager. The suitable candidate plays a crucial role in supporting the daily operations of the Wine Studio. The ideal candidate is a strong leader with excellent organizational and interpersonal skills, capable of managing both the floor and administrative duties.Staff Transport from Franschhoek, Paa...
19 days ago

Assistant Restaurant Manager
Location: Cape Town
Salary:
The assistant Restaurant manager at Morea House Hotel plays a key role in supporting the Restaurant manager in overseeing daily restaurant operations. This role focuses on ensuring exceptional guest service, smooth team coordination, and efficient operational management. The assistant Restaurant manager is a vital part of the leadership team, helping to maintain high standards of food quality, ser...
19 days ago

Assistant Maintenance Manager
Location: Camps Bay
Salary: Monthly
Luxury Hotel in Camps Bay is looking for an experienced assistant Maintenance manager to ensure the smooth running of the day-to-day operation of the maintenance department.
21 days ago

Assistant Wine Studio Manager
Location: Franschhoek
Salary: MR Monthly
Our Client is looking for a assistant Wine Studio manager to join their team
21 days ago

Assistant Hotel Manager
Location: Franschhoek
Salary: MR Monthly
Our Client is looking for a assistant Hotel manager to join their team
21 days ago

Assistant Manager - Team Leader Operations - BPO

Similar jobs you might be interested in:

Create a free job alert for Assistant Manager - Team Leader Operations - BPO in Capetown

Jobseekers

Recruiter

General