Team Leader: Insurance
The Foschini Group
- Western Cape
- Permanent
- Full-time
- 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.
- 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]
- 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
- 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