Job Description


Main purpose
This role requires an enthusiastic and passionate Team Leader, Supervisor or Campaign Manager to lead a team of cold calling agents to generate outbound sales by marketing solutions to potential customers. The role is to lead and direct a team of telesales agent and manage a good relationship with the clients. To obtain excellent records in call quality and sales delivery. He/she directs the telesales team as they contact customers via the telephone to make sales transactions and support field sales. This role includes administrative duties and you will have to ensure that your work is always up to date. This is a financial campaign and the successful candidate must have financial service background, have their FAIS & FICA credits and RE5.
Responsibilities
• Manger the overall campaign from financial supervisory role persepctive
• Deliver success against KPI targets and plans, through effective management of people.
• Create a positive learning environment that empowers and develops agents
• Be a role model who participates in achieving the wider contact centre overall objectives to allow for first class customer experience.
• Understanding the wider implications around team engagement and how it links to the focus on reduction of attrition and absenteeism.
• Facilitate direct sales by managing team members and encouraging them to make sales
• Interact closely with other team members in order to achieve maximum results
• Create good relationship with direct reports, support services and clients in order to achieve maximum results
• Coach team members on the best ways to carry out their duties by transferring expert knowledge to them to boost their skills
• Monitoring performance levels - Periodic collection and analysis of data received.
• Daily work allocation
• Proactively managing performance and enhancing performance of team based on SLA’s
• Attendance, roistering and leave management.
• Responsible for maintaining and achieving team SLA targets. Facilitates and coordinates all team requirements.

• Works closely with Managers to drive team processes, production requirements to meet/exceed client requirements (SLAs).
• Manager escalations/issues/complaints.
• Identification of soft skills training needs and responsible for Process Training of employees
• Reporting – Internal/External (production statistics)
• Manage customer/client updates
• Manage system downtime by escalating and logging requests
• Queries/work shadowing
• Incentive / Performance Management monitoring ,
• Motivates and builds the skills of the team , Monitoring performance and guiding the team
• Guides and coaches employee
• Building relationship within the team, People Development while maintaining discipline within team
• Preparation and submission of periodic reports to client.
• Implementing corrective actions as required
• Responsible for proactively managing service delivery and providing outstanding levels of quality service delivery that are in line with WNS GS service delivery standards and client/customer expectations to ensure high customer satisfaction levels.
Qualification
• Grade 12 (matric) essential
• FAIS/FICA and RE5 essential
• Relevant tertiary qualification (advantageous)
• Key Individual qualification (advantageous)

Characteristics
• High degree of patience and assertiveness with excellent rapport-building skills
• Positively contribute and lead in team activities
• Takes pride in work, checking own for quality ie. Lead by example
• Maintains effective time management

Experience

• Minimum 12 month outbound cold calling experience. (Essential)
• Minimum 6 months in a similar role
• Previous and proven leadership / supervisory experience (Essential))
• Minimum 6 months Insurance industry experience (Essential)

Skills
• Financial services supervisory skill. (Essential)
• Management of high performing teams.
• Confidence and creditability. (Essential)
• Ability to effectively communicate information and knowledge assertively, whilst demonstrating empathy with customers and colleagues. (Essential)
• Impact and influencing skills. (Essential)
• Ability to prioritise deliverables and plan accordingly.
• Embraces change whilst remaining productive and positive (Essential)
• Manage the negativity of others (Essential)
• Leadership and conflict resolution skills(Essential)
• Knowledge of disciplinary procedures

Other Specific Requirements
• Insurance Products and Services
• Call Centre Regulations & Systems
• Adherence to Policies and Procedures

Working hours:
• A 9 hour shift between 09h00 – 18h00, Mondays to Friday as well as performance based Saturday’s 09h00 – 13h00 (working hours may change according to preferred Sales working hours)

IF YOU DO NOT MEET THE MINIMUN REQUIREMENTS YOUR APPLICATION WILL NOT EVEN BE CONSIDERED.