Should there be external candidates with the requisite background in short term insurance sales and service junior management and looking for a new opportunity, you are welcome to apply.
CORE FUNCTION: Managing and coaching a team
RESPONSIBILITIES:
- Second in command, manager responsibilities will default to Team Leader when manager is absent/on leave.
- On the floor coaching and guidance.
- Handling queries and disputes and timely feedback to relevant parties.
- Daily call audits.
- QA and FAIS audit feedback.
- Daily production matrix and reports tracking (sales, conversions, and calls per agent).
- Weekly soft skill and sales training.
- Maintaining set SLA’s.
- Maintaining current portfolio by balancing sales, sales conversions, acquisition costs, partnerships, and cancellations.
- Monitoring the lead pools and ensuring that all leads are distributed and contact attempted within the targeted turnaround times.
- Diligently recycling existing data.
- Maintain a healthy lead to sale conversion on both new and recycled leads.
- Daily accountability on lead distribution, conversions, sales made, open tasks, call attempts, gaps between calls, and call times.
- Hold daily team meetings setting the daily commitments and feedback.
- Weekly & monthly individual meetings with team.
- Liaising with leadership in working through PIP’s to finality.
- Engage and collaborate with supporting divisions to ensure full understanding of the team's roles and knock-on effects within the greater value chain.
- Maintain individual daily and monthly targets.
- Continuously improve conversion and collection rates.
- Maintaining a zero error, compliance, and TCF percentage.
- Avoid dropped and re-queued calls.
- One-on-one monthly feedback, suggestions, and concerns.
LEADERSHIP RESPONSIBILITIES:
- Monitor team performance.
- On-going coaching and training of employees.
- Implement organisational policies in compliance with all relevant acts such as the Basic Conditions of Employment (BCEA), i.e. leave, overtime.
- Staff planning and development in line with company Employment Equity Plan.
- Manage workplace discipline in line with company disciplinary code.
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