Call Centre Manager | Outbound Short Term Insurance | Johannesburg

The purpose of this role is to ensure staff are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.

Qualification:

• Grade 12/Standard 10/NQF 4
• Completed FAIS credits
• Regulatory Exam – (RE 5)
• Relevant tertiary qualification (3 years qualification)

Experience:

• +6 years insurance sales call centre experience
• +3 years’ experience of general supervision of more junior colleagues (advantageous)
• General understanding of Sales systems and applicable processes
• Strong analytical capabilities
• Proficient in Excel

Essential Requirements:

• Leadership capability
• Strong written and verbal communication skills
• Attention to detail
• Strong technical skills
• Commitment to personal and team goals
• Ability to apply business rules and processes
• Provide technical guidance to team members

Responsibilities:

• Implement strategies from senior managers to the team
• Improve call centre sales efficiencies and increase departmental profits
• Drive sales while optimizing the operation
• Achieve monthly sales targets and manage operational needs
• Lead, coach, and direct teams
• Investigate factors impacting performance
• Plan, schedule, and review workload to improve productivity and measure results against targets (Gearing)
• Analyze data to identify trends and risks under minimal supervision
• Motivate employees to learn, grow, and develop to assist the organization in reaching its goals
• Drive staff engagement across the business
• Lead the team to achieve operational efficiencies
• Communicate plans from senior management to staff in an understandable manner to reach organizational goals