Team Leader: Insurance

The Foschini Group

Western Cape
Permanent
Full-time

15 days ago

Job Description: Key Responsibilities:

Ensure that individual and team attendance is in line with the schedule provided. Schedule Attendance
Ensure that individual and team adhere to WFM schedule in line with operational requirements. Schedule Adherence (E.g Late login, Early Log Off, Break schedule adherence, Meetings, etc)
Ensure that individual and team sales targets are met and aligned to the overall achievement of departmental sales targets. Sales Target
Maximize agent sales productivity through effective coaching and performance management processes. (E.g. IR, Performance Management, Recruitment, coaching etc.)
Ensure that the team maintains all-round professional behaviours and customer centric focus in line with TFG values and business standards.
To build and maintain relationships with agent workforce through effective and encouraging leadership.
Ensure team compliance and adherence to legislation and business policies and procedures, aligned to the Quality standards and Standard Operating Procedures.

Qualifications and Experience:

Matric qualification
Supervisory Contact Centre Experience [1 - 2 years]
Management or contact centre related qualification [advantageous]
RE5 Financial Services Board Qualification [advantageous]
Sales experience in a target-driven environment
Ability to proactively lead sales team with sound understanding of contact centre best practises and effective people management experience
Relevant telemarketing sales experience in insurance or retail value added services [advantageous]

Skills:

To be computer literate [MS Office & Intermediate Excel]
Excellent communication skills [verbal, written & interpersonal]
Sales and Customer Service Delivery
IR expertise and Sales Leadership skills

Behaviours:

Conveys information and communicates ideas in a clear, concise and impactful manner
Understands, anticipates, and meets the needs and expectations of customers
Takes accountability and ensures others are held to account on agreed upon performance target
Readily takes on new challenges and opportunities with a sense of urgency and eagerness
Applies market and business insights in order to drive organisational objectives
Effectively works with others to achieve shared goals
Effectively plans, organises and directs the activities of individuals or teams to achieve desired outcomes
Interprets and simplifies complex and contradictory information when resolving organisational problems

Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act.About Us:Who we are is because of our people. They are our greatest asset. TFG is an internationally diversified retail portfolio of 34 speciality lifestyle and apparel brands that Inspire our Customers to live their Best Lives and are woven into the lives of millions. Our vision is to create the most remarkable omnichannel experiences for our customers. TFG is more than a workplace, it's a launchpad for your growth. Join us and explore endless growth opportunities across our diverse brands. We're a purpose-led business, and on this team, you'll share the pride of making an impact across a whole industry.We're the designers, the makers, the shakers and the teams behind the scenes.Are you with us?About the Team: Our contact centres play a vital role in the success of our business. They are often the first point of contact for our customers. Our team members who work in this department are highly skilled and motivated to deliver outstanding service. They're knowledgeable about our products and services and are always ready to help solve any issues our customers might have.

The Foschini Group

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