Supervisor: Quality and Retention at AVBOB South Africa

YOUR RESPONSIBILITIES WILL INCLUDE THE FOLLOWING:

• Motivating the team by applying strategic tactics that will improve team performance.
• Manage all issues relating to department, ie Managing attendance, Coaching, morale upliftment, ensuring adherence to KPIs.
• Conduct engagement sessions with the Telemarketers to discuss performance.
• Ensure that Performance Reviews are conducted timeously, and all minutes are taken and filed.
• Ensure to reach the budget targets as set by management.
• Source and interview the telemarketers needed for your team.
• Tracking team performance and provide coaching and feedback.
• Collate stats for reporting, analyze and present to relevant stakeholders. i.e for Daily /Weekly/ Monthly report.
• Reduce the lapse ratio of the team to less than 40%
• Ensure timeous distribution of lapse files to ensure business sustainability.
• Conduct coaching and have meetings with the quality controller to discuss performance. Ensure that minutes are taken and filed.
• Testing of new systems within the timeframe as per the project plan
• Report system problems to the relevant channels immediately.
• Resolve queries and complaints from clients, telemarketers and other departments within Avbob in the acceptable timeframes.

Qualification and Experience: 

• Financial Diploma or any other relevant Tertiary qualification. e.g Wealth Management
• Long term insurance RE 5 / RE 1 qualification – Advantageous
• Must have 120 Credits in Long Term Insurance
• 5 – 10 years of experience in Long Term Insurance in a Call Centre Quality / Retention role
• 18 months 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 – MS Office, especially Excel – essential