Main purpose of the job:

• To effectively manage a team of call centre sales agents, which are responsible to achieve conversion rates and sales targets for Health Product sales. Ensuring that quality and compliance measures are adhered to, and targets achieved. To ensure that the company vision and values are upheld through achieving the key result areas.

Client Development:

• Manage and ensure that the campaign conversion rate and return on investment is upheld through proper lead management.
• Ensuring that leads are provided to the best possible sales agent and that the lead is handled in relation to the company minimum standards.
• Ensuring that your team follow the sales script verbatim and ensuring that all company processes are managed, reported on, and implemented.
• Ensuring that leads are maximised by offering cross-selling opportunities for additional Oneplan products.
• Ensuring that you and your team are well trained on the product, understand objections and can overcome these objections.
• Ensuring that your team keep up to-date sales records for all existing and prospective accounts on company IT systems.
• Ensuring that all correspondence to customers and potential customers are dealt with timorously and professionally.
• Ensuring that your team always display and maintain professionalism to achieve quality calls.
• Ensure that your current customer portfolio and individual agents’ customers are satisfied and that all premiums written are collected within the acceptable parameters (NTU Rate);
• Ensuring that all sales and service breaches are attended to immediately and the necessary coaching and or disciplinary process as per the company employee handbook are followed.
• Execute on the vision and overall sales strategy.
• Provides strategic input into the sales strategy.
• Provides insight in terms of optimising performance and profitability.
• Build/maintain rapid channel of communication to client in case of service-related issues and events.
• Ensure adherence to standard operating procedures in all engagements.
• Demonstrate the Oneplan Values and Culture in all engagements with the team.
• Leverage team success to drive all initiatives and experiences.
• Display leadership through your actions by accepting responsibility for daily. deliverables and ensuring targets are achieved.
• Maintain forward thinking and proactiveness by taking ownership of every interaction with the team and managing the team’s success.

Team Management:

• Daily / Weekly and Monthly Team meeting between (Buzz session, celebrating previous days performance, addressing challenges, action plan for the day).
• Ensure consultants have leads and continuous walking the floor approach to ensure hands on performance management.
• One on One sessions and coaching sessions – call evaluations.
• Ensure all desks have the necessary equipment before recruitment placement are brought to floor.
• Ensure all leads has been purchased (ensuring conversion rate is achieved).
• Complete individual dashboards with conversion rate, number of sales, MTD reports to be sent to team members. Include target actual vs. variance.
• Run telephony report and lead disposition report and address agents who are burning leads or who have low conversions. (Managing poor performers).
• Obtain action plans from agents behind target and follow through on actions agreed upon.
• Performance Management (As per employee handbook) to be conducted in comparison to commitments.
• Daily report to manager around your analysis, discussions and action plan.
• Manage employee attendance by completing attendance registers with notes and submit to HR every Friday based on the floor attendance / absence reasons.
• Ensure all leave reflects on ESS upon the employees return to work are processed.
• Use attendance register to identify trends.
• Deal with all staff related matters (absenteeism, late coming, dress code etc) this must be done according to the employee handbook and guidelines.
• Receive, understand, interpret and review QA feedback, track this feedback on a spreadsheet and allocate to staff in discussions/ coaching sessions.
• Ensure all agents are familiar with the QA process, principle decisions, dispute process and weekly calibration sessions.
• Call reviews – required to review a minimum of 1 call (Non converted lead/non-compliant sale) per sales agent per week and a documented coaching session per agent per week.
• All agents not on sales target be coached at least twice per week. Feedback to be given to team leader for follow up coaching, including trends, gaps, focus areas and action plan.
• You are required to be visible on the floor throughout the day by doing side-by-side coaching, motivation and staff management
• Ensuring that should your team not be on target at close of business, that you display commitment by driving extra hours as per industry standards and achieving minimum daily targets.
• Understanding incentive models and be able to calculate your own teams’ incentives, ensuring that your team has a weekly update on possible earnings.
• Take ownership of incentives and driving motivation throughout the day.
• Should your agents not be on minimum standards for leads, lead dial strategy, sales numbers, conversion rate and quality rating, you need to address and document your action plan to rectify daily.
• All disciplinary/poor performance and other documentation are to be documented.
• Copies of all documents must be scanned and sent to HR via email daily.

Operational Effectiveness:

• Ensuring each agent achieves 350 minutes of call time per day.
• Be punctual, responsible and diligent in all tasks and duties attended to and ensuring that your team follows the same standards.
• Continuous improvement of sales team calibre and ensuring talent sourcing of suitable talent is maintained with HR to screen suitable candidates for pipeline and future placements on the floor.
• Complete accurate and timely sales administration records.
• Submit to your senior all relevant reports, paperwork and update on all future sales activity, including projected performance.
• Any additional responsibilities as required from time to time, inline of your duty.
• Ensure you and your team comply with company policy and procedures.

Reporting:

Weekly Duties:

• Prepare weekly reports on sales with detailed stats, trends and action plans.

Biweekly Duties:

• Schedule via outlook a formal weekly performance review meeting with all your staff individually.
• Performance appraisal scores to be discussed, signed off and submitted to ER Manager on 15th of the following month for all agents in your team irrespective of the previous month’s performance. Confirmation mail to be sent to HR and line manager that the task has been completed by the set deadline.
• Prepare for each session and ensure each performance session is documented accordingly.
• Ensure all agents has received and signed the employee commitment documents that are signed off based on department acceptable standards before they are allowed to dial.
• Follow the poor performance management process strictly, based on employee commitment documents
• Prepare with evidence for your weekly review session and come prepared.

Monthly duties:

• Month end report due by the 2nd business day of each new month. This report needs to be detailed with trends, comparisons and business insight. Provide a holistic view of your team, issues faced, disciplinary, performance management, leads etc.
• Your targets are calculated on approved headcount as per commission model in effect.
• Ensure at least one quality calibration session between the QA department and your team is done and documented monthly.

Quality, Consistency and Compliance:

• Manage the Sales Deck in its entirety (resources, operational processes, levels of authority, etc.).
• Analyses empirical sales data and acts on system reports by liaising with appropriate stakeholders to remove obstacles.
• Understanding the competitor offerings and opportunities to differentiate.
• Responsible for the achievement of revenue and cost management objectives for Sales.
• Proactively identify opportunities for the business to reduce cost by minimising inefficiencies and streamlining processes.
• Accountable for risk and compliance as it relates to Sales.
• Ensures remediation of all audit findings for Sales.

Leadership:

• Ensures that an upskilling strategy is in place to execute on the mandate of meeting customer demand.
• Adopts the new ways of work culture and the creation of empowered teams.
• Empowers employees to fulfil the business objectives regarding customer experience, people management and engagement.
• Drives the company’s diversity and transformation objectives.
• Develops mechanisms to obtain and provide feedback on staff satisfaction.

Work collaboratively:

• Build a culture of respect and understanding across the organisation.
• Recognise outcomes which resulted from effective collaboration between teams.
• Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization.
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions.

Self-Management:

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Demonstrate consistent application of internal procedures.
• Plan and prioritise, demonstrating abilities to manage competing demands.
• Demonstrate abilities to anticipate and manage change.
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs.

Team Leadership and Development:

• Provide leadership, vision, and direction to team members, fostering a collaborative and performance-oriented environment.
• Lead by example and motivate team members in line with core company values.
• Take responsibility for direct reports’ performance, ensuring they meet quality standards and objectives.
• Support team members’ professional development through training, coaching, and mentoring.
• Foster a culture of continuous learning and innovation within the team.

Cross-Functional Collaboration:

• Promote a culture of respect and understanding across departments.
• Encourage and facilitate collaboration between teams to overcome barriers and foster information sharing.
• Engage with internal and external stakeholders to develop joint solutions that drive marketing and business success.

Requirements

Minimum Academic, Professional Qualifications & Experience required for this position:

• Completed Grade 12 (Secondary Education Level)
• Must be able to converse in English and a second language (African Language will be advantageous).
• Undergraduate/Postgraduate qualification in related field advantageous.
• 5 – 10 years’ experience within a Sales Call Centre Environment, of which 3 years as a Team Leader and 3 years as a Manager of the Sales Team in a Call Centre environment.
• Display an understanding and knowledge of the product and industry.
• Meets FAIS Fit & Proper requirements as per legislation.