Call Centre Team Leader

Icebolethu Group

Call Centre Team Leader - Durban

Description

• Reference # ICCTL02/25

• Icebolethu Group, South Africa's second largest Funeral Assurance Group providing a centre of excellence and a leading provider of dignified burial solutions has a vacancy for a Team Leader.

• This role is to build and manage a team of 20 or more Outbound Agents who will procure new business for Icebolethu. The incumbent is accountable for achieving results through others whilst serving under this title.

Responsibilities

• Job Functions

• Sales, Promotions, Administration, People management, Business Development, Client Services, Data Management, Financial Planning, Marketing, Planning and organising, Customer services.

Responsibilities include:

• Activity management of outbound agents

• Production management on a daily basis concentrating on quality and quantity.

• Conducting Training – theoretically and practically on the job training

• Ensuring your teams achieve production targets and monitor progress of agents.

• Conducting performance review sessions and team meetings

• Identify agents’ goals and motivators

• Build and sustain productive teams!

• Adhere to Quality and Compliance processes to minimize business risk

• Inspire, guide and motivate teams

• Build and maintain good client relationships and with team members

• Maintain optimal operational efficiencies based on productivity measures

• Adapt and change to fit in with changing business operational requirements.

• Identify cross-sell opportunities and strengthen client relationships.

• Keep abreast of developments and trends in the industry – self learning

• Ensure commitment to the FAIS and FSCA requirements.

• Demonstrates exemplary behavior and conduct in performance of duties

Qualifications required for the position:

• Matric

• 2 years’ experience in Middle Management role(Inbound/Outbound)

• Proficient in English – essential (writing, reading, speaking)

• Bi-lingual – advantage (writing, reading, speaking)

• Computer literate - MS Office, especially Excel – essential

• Regulatory Exam and NQF 5 FAIS credits advantageous

• Financial Service Experience (advantageous)

• Clear Credit & Criminal Record

• Diploma or degree in Business, Marketing, or a related field

Experience required for the position:

• Have proven success in the Marketing of Life Assurance experience

• Financial advice and intermediary services

Skills required for the position:

• Must have good communication skills

• Sales management

• Computer skills

• Administration skills

• Performance Management

• Coaching

• Problem Solving