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.

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