As a New Business Team Manager, you will be responsible for achieving sales (approval and activations) targets based on pre-qualified leads and/or opening customer initiated accounts and ensuring that customer applications are processed timeously and accurately and in accordance to SLA.
Key Responsibilities:
Manage daily operations:
- Supervise, lead, organize, control and performance manage a team of New Business: Sales agents
- Ensure sales targets are met or exceeded on a daily basis
- Motivate your team to ensure they meet planned sales goals and conversion targets
- Develop and implement programs and procedures to improve productivity (efficiencies)
- Manage measurement standards for the improvement of performance and operational effectiveness
- Detect and escalate fraud and misrepresentation to the fraud department and management team
- Ensure 100% adherence to WFM schedules and participate in forecasting
- Ensure all KPI are tracked daily, weekly and monthly
- Ensure that department Quality Standards are met daily weekly and monthly
- Action any ad-hoc requirements
- Review current business processes and make continuous suggestion to improve
Coaching and mentoring of team:
- Conduct regular one-on-one meetings with members of the team to identify any areas of concern and implement appropriate corrective actions
- Identify development needs within the team and ensure adequate coaching takes place to address the needs
- Develop the team through motivation, soft skill training and product knowledge education
- Conduct QA audits for all agents on a weekly basis
Team Administration
- Ensure new starters effectively transition into the team
- Conduct probation review meetings during first 3 months of employment
- Address any behavioral concerns in line with the Company’s Disciplinary Policy
- Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc.
- Ensure all leave transactions are processed on ESS
- Management of waybill and overtime/special time to payroll
- Manage the termination process for agents leaving the business
Team performance, monitoring and reporting:
- Track and report on individual targets for each New Business Agent within the team
- Collate and effectively utilize reports for performance management of department KPI’s
- Conduct monthly performance reviews with team and submit scores on ESS
- Address any underperformance in line with the Company’s Performance Improvement Policy
Resources & Capacity (people & systems):
- Ensure effective recruitment practices when employing new employees
- Ensure the team has the resources and tools to perform what is expected of them
- Ensure ongoing training and development of Agents
Qualification:
Experience:
- Minimum of 5 years call centre experience
- 3 years’ experience in a similar role as a Sales Team Manager
- Experience in Employee Relations, Performance Management, Absence Management and Quality Assurance
- Experience in leading and managing teams of at least 15 people
- Experience in managing a sales / new business department
Functional Knowledge and Skills :
- Knowledge of the account management principles and an understanding of the consumer credit/retail credit environment
- Knowledge of call centre processes, policies and methodologies
- Efficient in MS Outlook, MS Word, MS Excel
- Ability to effectively, clearly and convincingly communicate at all levels in the company and with customers and suppliers – both verbally and in writing
Please consider your application as unsuccessful, if you have not received a response within two weeks.
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