Outbound Sales/Voice Assistant Manager - Intl. BPO

SUMMARY:
Outbound Sales/Voice Assistant Manager - Intl. BPO

POSITION INFO:
Start: June
Basic Function
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.

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 & Behaviour
 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.

 

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