Current Vacancies at Motorvaps

ROLE REQUIREMENTS

The ideal candidate will be customer-focused, detail-oriented, efficient and needs to have experience in a call centre environment. You should be polite, reliable, knowledgeable, and adaptable.

ROLE RESPONSIBILITIES

All functions and duties related to the position include, but are not limited to the following: -

• Answer incoming calls and respond to customer’s emails
• Manage and resolve customer queries
• Provide product and service information to customers
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Complete call logs and reports
• Understanding and striving to meet or exceed call centre metrics
• Taking part in training and other learning opportunities
• Adhering to all company policies and procedures                                                         
• Other duties as assigned

QUALIFICATION AND SKILLS

• Grade 12 Essential
• A Completed RE5 is beneficial
• A NQ5 short term certificate is beneficial
• Proficient in relevant computer applications
• 1-3 years of experience in a call centre environment
• Ability to handle stressful situation appropriately
• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills

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Description

You will be required to assist the head of the department in leading growth in people within our sales division. You will lead a team of people who you will be required to coach, inspire and grow to reach our business goals consistently. You must be strong-willed, reliable, accountable and be able to showcase true leadership qualities. Market-related negotiable salary based on experience and track record with a rewarding commission structure based on the performance of the team. Must be prepared to show the team how to get the job done. We know people do what you do, not what you say.

Working hours will be 08h00 to 17h00 Monday to Friday with the expectation of utilizing weekdays 17h00 - 18h00 and Saturdays 09h00 to 13h00 to achieve business targets if not meeting target.

Requirements

Role Requirements

• Matric or equivalent thereof
• RE5 will be prioritized
• Qualification in insurance field preferred
• Graduate in business or a related field will be prioritized.
• FAIS accreditation preferred
• Familiarity with motor insurance and non-insurance value-added products and services is required.
• Fluent in English (other languages is beneficial)
• Ability to articulate well is required
• Neutral/non-accentuated and professional sounding voices are prioritized
• Residing in nearby locality
• 5 Years call center sales experience.
• 2 Years junior management or team leader experience
• Engaging leadership style
• Lifestyle driven

Duties and qualities required for the roll but not limited to:

• Consistently reported over minimum acceptable standards in team premium average
• Consistently seeks to maintain a good standing relationship with direct line manager, peers and subordinates
• Consistent completion of team leader tasks in line with the team leader admin guide (once determined)
• Ability to have difficult conversations when needed
• Coaching adaptability and effectiveness
• Inspiring mood and momentum effectively
• Demonstrates the required level of professionalism
• Ability to determine projections
• Ability to act proactively according to projections
• Constant enthusiasm and willingness
• High-level understanding of products
• Effective time management
• Ability, eagerness, and willingness to learn
• Ability to incorporate empathy with effective leadership
• Ability to manage daily behavior of the team
• Accountability for team minimum acceptable standard
• Conducts themselves in a manner that is considered respectful and aligned with business goals and values
• Must understand the concept of accountability
• Ability to manage teams of 10+ permanent staff effectively

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Description

Our vibrant and energetic call center, based in Cape Town's Tokai, is seeking highly motivated, disciplined, and articulate individuals to join our growing Elite Sales Team. We are looking for individuals who share our passion for sales, professionalism, and a fantastic work culture.

What sets us apart is our commitment to our staff's success and well-being. We value hard work, dedication, and a positive attitude, and we reward it. Our staff is constantly engaged and motivated, enjoying their work and striving to provide the best service possible.

Requirements

Role requirements:

• Matric or equivalent thereof.
• RE5 required.
• Qualification in insurance field preferred.
• Graduate in business or a related field will be prioritized.
• FAIS accreditation preferred.
• Familiarity with motor insurance and non-insurance value-added products and services is required.
• Fluent in English (other languages is beneficial)
• Ability to articulate well is required.
• Neutral/non-accentuated and professional sounding voices are prioritized.
• Residing in nearby locality.
• Proven track record of working in call center sales or within a brokerage (Commission slips will be requested)
• Voice recording of a brief explanation of candidates experience to be sent to our WhatsApp line upon application (082 882 2013)

What we want:

• Self-drive
• Motivation
• Goal orientated
• Consistency
• Money driven (rewarding commission structure)
• Strong communication skills (ability to discern different personalities)
• Outgoing, eccentric, and extroverted personality
• Ability to handle objection and other sales related skills
• Dedication to our business goals
• Safeguarding the energy

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Job Description:

• We are seeking an experienced and dedicated Policy Accounts Manager to join our team. The Policy Accounts Manager will be responsible for managing the debtors and creditors on our policy administration system. This role requires 3+ years of experience in financial services, with a strong preference for candidates with Cardinal CIMS experience. The ideal candidate will also have managerial experience, with a proven track record of leading and developing teams.

Key Responsibilities:

• Manage all financial elements related to policy accounts, which include both debtors and creditors and ensure the system is raising accurate invoices.
• Oversee the policy administration system to ensure accurate and timely processing of financial transactions; including correctly reconciling and allocating payments.
• Manage and report on unallocated funds and outstanding debts.
• Develop and implement policies and procedures to optimize account management processes.
• Ensure robust reconciliation processes are in place to ensure financial accuracy.
• Monitor and analyse financial data to identify trends and potential areas for improvement.
• Ensure compliance with regulatory requirements and internal policies related to financial transactions.
• Lead and mentor a team of account management professionals, providing guidance and support to achieve departmental goals.
• Collaborate with other departments, such as underwriting and claims, to address account-related issues and concerns.
• Prepare and present financial reports and analysis to senior management as needed.

Requirements

• Bachelor's degree in Finance, Accounting, Business Administration, or a related field is advantageous.
• 3+ years of experience in financial services, with a strong understanding of policy administration processes.
• Prior experience managing debtors and creditors on a policy administration system
• Cardinal CIMS experience is considered advantageous.
• Proven experience managing people, with at least 2 years in a managerial role.
• Strong leadership and interpersonal skills, with the ability to motivate and inspire a team.
• Excellent communication skills, both verbal and written, with the ability to interact effectively with internal and external stakeholders.
• Experience with financial management of contracts (term and monthly) required
• Analytical mindset with strong problem-solving abilities and attention to detail.

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Summary: 

As the Dialler Manager, you will play a crucial role in ensuring the smooth and efficient operation of the sales environment, supporting a staff contingency of 80+. Your responsibilities will encompass both administrative and technical aspects, making you an integral part of our team.  

You will play a key role in managing and developing business campaigns through the Connex One dialler. The Dialler Manager will be responsible for optimising the performance of the dialler to maximise sales opportunities, and continually analysing campaign and agent performance to identify opportunities to increase contact/connect rates and subsequent sales. 

Duties & Responsibilities: 

Manage the dialler real-time to ensure optimal agent productivity, data penetration and metrics such as (connects, DMCs, failed calls, abandonment rates, answer machines detection, customer messaging etc.) 

• Work with Connex One agents to gain Best Practices and knowledge 
• Increase in data penetration levels 
• Increase in data to conversions 
• Increase in agent productivity and utilisation 
• Responsible for preventing lost opportunities 
• Line Monitoring 
• Daily Dialler Performance Monitoring 
• AM detection efficiency 
• Contribute to the development and implementation of the dial strategy for each campaign 
• Dialler Issue Management 
• Monitoring activities to target 100% dialler availability 
• Routine dialler maintenance tasks 
• Maximise dialler/ data performance at a campaign level by prioritising campaign jobs whilst maintaining compliance with legislation guidelines 

Dialler operational tasks such as creating, updating and deletion of: 

• Users
• Campaigns 
• Call results 
• Recycle rules 
• Dial rules 
• Understand the business processes to effectively support the campaign 
• Set recycling rules 
• Ensure effective lead loading of data into the dialler/operation for optimal calling and control by following the standard lead loading procedure 
• Reporting on lead usage 
• Reset metrics where necessary 
• Run Daily/Weekly/ Monthly dialler/data reports 
• Evaluate, analyse and tune dialler and/or campaign parameters, call dispositions to drive a better understanding of the leads and implement agreed changes based on results 
• Dialler availability (uptime) 
• Data availability 
• Reporting 
• Thorough attention to detail, maintaining an exceptional level of quality in all work completed 
• Maintain functional & productive working relationships with all individuals. 
• Continually look to improve resource requirements & advise the Head of Marketing of inefficiencies as they are encountered and work toward continuous improvement of systems that best serve business 

Requirements

QUALIFICATIONS AND EXPERIENCE REQUIRED 

• BSc. Computer Sciences or National Diploma in IT 
• 3+ years’ experience in a Dialler Manager role in a contact/call centre (working with Connex One preferred) 
• Database experience working with MySQL , MSSQL etc 
• Intermediate to expert capabilities in Excel 

BEHAVIOUR AND COMPETENCIES REQUIRED 

• Professional 
• Logical 
• Analytical 
• Strong written and oral communication in a fast-paced, ever-changing environment 
• Strong interpersonal skills with the ability to build and maintain professional relationships 
• Outcomes orientated 
• Adaptability and flexibility in deliverables 
• Ability to work under pressure