Long-term Insurance Team Manager: Direct Cape Bellville, Western Cape

hace 2 semanas


Municipio de Bell Ville, Argentina Sanlam A tiempo completo
Job Summary

Sanlam Life Ltd is a leading financial services provider in the South African market.

This role involves the day-to-day management of a team of Life Sales Consultants in the Contact Centre. It is a first-line management position that oversees, manages, and motivates the team of sales consultants, including monitoring and achieving sales targets, staff productivity, quality, and compliance adherence, staff development, training, and coaching, and general staff performance management and administration.

Key Responsibilities
  1. Agree on performance, quality, and development goals with team members
  2. Apply effective motivational techniques to drive team performance
  3. Manage incentive budgets to motivate team members
  4. Focus on career and skills development of team members
  5. Resolve people-related problems, such as conflict of interest, absenteeism, and disciplinary matters
  6. Vest and train new Consultants in the contact centre
  7. Brief and prepare team members for projects and campaigns
  8. Drive the achievement of project and campaign targets
  9. Escalate call resolution and provide project and campaign-related answers
  10. Manage liaison with project and campaign management teams
  11. Manage and maintain a focused and highly motivated team
  12. Coach and develop team members into a high-performance culture
  13. Manage staffing needs, productivity, and quality
  14. Monitor contribution to target (CTT) figures
  15. Adhere to relevant legislation
  16. Manage capacity
  17. Manage complaints
  18. Apply call structure guidelines
Requirements
  1. Matric (or equivalent qualification)
  2. Minimum of 3 years team management experience in a sales environment
  3. Minimum of at least 2 years experience in a call centre environment (Outbound)
  4. Financial services experience (Long-term insurance and within a sales-oriented environment)
  5. Sales experience
  6. Practical experience of IR processes is critical to the role
Knowledge and Skills
  1. Vast knowledge of first-line management practices
  2. Knowledge of contact centre systems and processes
  3. Business processes and rules
  4. Principles of teamwork, including stress management, team and individual motivation, and best practices knowledge
  5. Performance management knowledge - individual and group
  6. Dimensions of management
  7. IR
Core Competencies
  1. Plans and aligns - Stage 2
  2. Interpersonal savvy - Stage 2
  3. Communicates effectively - Stage 2
  4. Optimises work processes - Stage 2


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