Team Leader: Life Sales at Old Mutual South Africa

Lead and motivate the sales consultants

• Assign allocated leads to Sales team members.
• Where required, review merits of case and decide on discount.
• Recruit, coach, develop and motivate staff to ensure they deliver the required customer experience, quality of service and personal targets.
• Ensure a consistent, detailed understanding amongst all sales team members of the operational shifts, commissions, targets, products, business rules and conditions.
• Understand the team’s target
• Train sales agents to ensure that they reach the minimum required sales per day
• Maintain or exceed the lead to quote ratio targets
• Maintain or exceed the quote to sale ratio targets
• Maintain or exceed the lead to sale ratio targets
• Ensure that abandoned calls do not exceed 1% average per month
• Ensure that all staff adhere to their shifts
• Ensure 5 hour minimum talk time per agent per day
• Ensure that absenteeism within the team is below 10% per month
• Understand call volumes (daily , weekly and monthly)
• Understand the peaks and troughs in calls daily , weekly and monthly
• Understand the different conversion rates per campaign
• Ensure that sales consultants’ bins are well maintained
• Ensure that all leads are called by sales consultants
• Take disciplinary action against sales consultants that are not adhering to the rules regarding leads
• Ensure that all leave taken by consultants is captured onto oracle
• Ensure that all warnings issued are placed in staff files
• Ensure that all sick notes are placed in the staff files
• Maintain cleanliness on the sales floor
• Communicate nature, rules and all related information for campaigns and interventions to Sales Consultants.
• Monitor and manage sales targets, accomplishments, related incentives and team expense budget against set targets.
• Manage resource capacity planning and utilisation to support the achievement of sales targets, volumes, operational budgets and campaign plans.
• Identify opportunities to improve and expand product and service offerings.
• Actively manage and report on the achievement of sales targets.
• Resolve customer queries or complaints where necessary

Job Requirements

• Grade 12
• Appropriate insurance qualification (FAIS & RE non-negotiable)
• 3 years’ in Direct Long Term Insurance and/orCall Centre experience
• 2 years’ experience in aCall Centre team lead capacity