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.

• 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.

• 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.

• 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.

• 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.

• 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.