What will you do?

• This role takes responsibility for the daily management of a team of Sales Agents in the Contact Centre.  It is a first line management role that controls, manages and motivates the team of sales agents including the monitoring and attainment of sales targets, staff productivity, quality and compliance adherence, staff development, training and coaching and general staff performance management and administration.

What will make you successful in this role?

• Agreed set goals with team members covering performance, quality and development areas 
• Apply effective motivational techniques.
• Manage incentive budgets
• Focus on career and skills development of team members
• Resolve people-related problems e.g. conflict of interest, absenteeism and disciplinary matters
• Vesting and training of new Sales Agents in the contact centre
• Briefing and readiness to deliver on projects and campaigns.
• Drive the achievement of project and campaign targets.
• Escalate call resolution and provision of project and campaign related answers.
• Manage liaison with project and campaign management team
• Manage and maintain focused and highly motivated team members.
• Coach and develop team into a high-performance culture.
• Manage staffing needs, productivity and quality.
• Monitor contribution to target (CTT) figures.
• Adherence to legislation.
• Manage capacity.
• Manage Complaints.
• Manage application of call structure guidelines

Qualification & experience :

• Matric (or equivalent qualification).
• Completed RE 1 and 150 FAIS credits (advantageous).
• Minimum of 3 years team management experience in a sales environment.
• Minimum of at least 2 years’ experience in a call centre environment (Outbound).
• Financial Services experience (Long-term insurance and within a sales-oriented environment).
• Sales experience.
• Practical experience of IR processes is critical to the role

Knowledge and skills :

• Vast knowledge of first line management practices.
• Knowledge of contact centre systems and processes.
• Business Processes and Rules.
• Principles of teamwork e.g. stress management, team and individual motivation, best practices knowledge.
• Performance management knowledge – individual and group.
• Dimensions of Management.
• IR

Personal attributes :

• Natural coach and motivator of staff (people skills)
• Ability to manage a team
• Planning and co-ordination skills
• Selling skills
• Excellent communication skills
• Customer service 
• Ability to achieve targets (determined and goal orientated)
• Stress resilience
• Relationship building skills

Qualification and Experience

• Diploma with 2 to 3 years experience or Grade 12 with 4 to 5 years related experience.