Supervisor: Direct Marketing (Centurion) at AVBOB South Africa

Description

Coach team to achieve business targets

• Ensure that department/ individual targets are achieved through new business and existing customer sales.
• Develop strategies that assist telemarketers to achieve daily, monthly, yearly targets
• To successfully train and develop new Telemarketers to sell AVBOB insurance products.
• Coach and training existing Telemarketing consultants in line with changing markets on Sales Process Techniques to achieve daily, monthly and annual targets

Manage team operations

• People management (Manage team morale, Attendance, work schedules, resource capacity and ensure team engagement etc)
• General office administration and management of daily team operations etc.
• Track individual and department performance, provide analysis and identify areas of improvements/ remedial actions.
• Management of performance feedback and reviews.
• Contribute to lead generation strategies and customer feedback analysis and reporting.
• Convert leads optimally as generated by company lead generators i.e. leads need to be converted into sales.
• Up/ Cross Selling of additional benefits to existing clients.
• Attend to and service internal department stakeholder queries, meetings, analysis and reporting  
• Escalate, manage system downtimes and ensure agents are engaged on updates and changes. 

Quality, compliance and retention

• Ensure accuracy in sales processing and monthly reporting
• Retain business on the books and coach team to reduce lapses.
• Coach team to be efficient, friendly and customer orientated. (TCF)
• Coach team on insurance regulation compliance and sales script compliance. i.e. Partner with Quality Supervisor to ensure compliance measures are applied on all arears of the department i.e. (script updates, POPIA, FICA, FAIS, Audit reporting and other relevant regulatory arears including Quality
• Develop strategies that provide remedial actions for non-compliance/ audit findings. 
• Ensure that the team maintains quality advice and a quality score as per prescribed assessments.
• Ensures that the target is reached and that all pending or rejected cases are converted into sales before the cut-off date/month end
• Manage the query process and ensure consistency in feedback

Requirements

• Financial Diploma or any other relevant Tertiary qualification. e.g. Wealth Management, Long term insurance etc.
• RE 5 / RE 1 qualification
• Must have 120 Credits in Long Term Insurance
• 5 – 10 years of experience in Long Term Insurance in a Call Centre Telemarketing Supervisor/ Team Lead role.
• Knowledge of Customer CRM systems e.g. Genesys, Connex, Production
• Telemarketing operations experience – essential
• Proficient in English – essential (For writing, reading, speaking and reporting)
• Must be able to speak 3 official languages – advantageous.
• Computer knowledge – Advanced MS Office, Excel and Power Point etc. – essential
• Sales driven
• Excellent verbal and written communication skills
• Excellent numeracy and analytical skills i.e. large data interpretation, analysis and reporting
• Service orientated.
• Quality driven
• People-focused
• Attention to detail
• Good Interpersonal Skills
• Strong Leadership Skills
• Stress tolerance
• Excellent time management skills
• Organizational awareness