Sales Team Leader at Santam Insurance

WHAT WILL YOU DO?

• Manages individuals within a team e.g. call centre agents / consultants within the communication centre. Ensures that the team reaches target by monitoring individual performance on a constant basis. Very knowledgeable on all aspects of the products, processes and systems. Mentors team and gives constant real-time support in terms of query resolution.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Builds and maintains a high performing team which consistently delivers a “Wow” customer experience in terms of care, professionalism, knowledge and contact resolution
• Facilitates the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experience.
• Inspires, leads, engages, coaches, develops and motivates a team of dynamic and successful customer-facing agents to deliver the best service in the insurance industry.
• Manages people related matters i.e., attendance, absence and attrition within the team to ensure service level contributions are met/exceeded.
• Manages and improves performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gaps.
• and/or through written correspondence
• Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn-around times.
• Improve customer satisfaction, experience and insight.
• Manage own development to increase own competencies.
• Deliver exceptional customer service that exceeds customers’ expectations through proactive, innovative and appropriate solutions.
• Ensuring achievement of underwriting and profitability objectives through internal processes.
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.

QUALIFICATION AND EXPERIENCE

• Completed Matric (Grade 12)
• FAIS compliance (NQF Level 4) – with credits in personal lines or commercial
• 5 – 7 years’ people management experience
• 5 – 7 years’ experience in an operational environment (preferably within the short-term insurance industry)
• A relevant short-term insurance related qualification will be advantageous.