MFC Skills Coach (Pinelands) at Old Mutual

Job Description

• In this role, you will form part of RMM within the Mass Foundation Cluster which is one of the largest customer-facing business segments in Old Mutual. Our vision is to be our customers' most trusted financial partner, passionate about helping them achieve their lifetime goals. Our mission is to enable positive futures for our customers, by bridging the gap between their resources and their financial service’s needs. Our primary goal is to facilitate access to financial solutions for our customers and to keep pace with their changing needs. Our target market is the low and emerging-middle income segment.
• This role transfers specialist product information, system skills and in-depth process knowledge through coaching and development. The incumbent is individually accountable for achieving results through own efforts.
• Transfers specialist product information and knowledge, system skills, in-depth process knowledge and above all, a passion for customer-focused service, through attentive coaching and developing of staff skills.
• Responsible for quality assessment of staff on the floor, using the results as input to the coaching process.
• As the first line of escalation, accountable for dealing with escalated queries from clients/customers.
• Coach and assist new and existing agents in a fast-paced, ever-changing environment.
• Communicate and engage with key stakeholders - managers, agents, and support areas.

Requirements 

• Sales call centre experience.
• Thorough understanding of non-face-to-face selling skills and exposure.
• Exposure to a targeted-driven environment.
• Exposure to and an understanding of Financial Products, Compliance, and Quality.
• A thorough understanding of Call centre scripts.
• Strong written and verbal communication skills.
• Coaching experience or exposure to coaching in a Call centre environment.
• Ability to speak and understand vernacular languages (Preferred).

Skills

• Accountability, Advanced presentation and facilitation skills, Coaching, Detail-Oriented, Results-Oriented, Self-Management, Self Motivation, Upskilling

Education

• Matriculation Certificate (Matric)  (Required)