Long-term Insurance Team Manager: Sanlam Direct Cape Bellville, Western Cape
Sanlam Life Ltd is one of the top financial services providers in the South African market.
This role takes responsibility for the day-to-day management of a team of Life Sales Consultants in the Contact Centre. It is a first line management role that controls, manages and motivates the team of sales consultants 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?
1. Agreed set goals with team members covering performance, quality and development areas
2.
Apply effective motivational techniques
3. Manage incentive budgets
4. Focus on career and skills development of team members
5. Resolve people-related problems e.g. conflict of interest, absenteeism and disciplinary matters
6. Vesting and training of new Consultants in the contact centre
7. Briefing and readiness to deliver on projects and campaigns
8. Drive the achievement of project and campaign targets
9. Escalate call resolution and provision of project and campaign related answers
10. Manage liaison with project and campaign management team
11. Manage and maintain focused and highly motivated team members
12. Coach and develop team into a high-performance culture
13. Manage staffing needs, productivity and quality
14. Monitor contribution to target (CTT) figures
15. Adherence to legislation
16. Manage capacity
17. Manage Complaints
18. Manage application of call structure guidelines
Qualification & experience
1. Matric (or equivalent qualification)
2. Minimum of 3 years team management experience in a sales environment
3.
Minimum of at least 2 years experience in a call centre environment (Outbound)
4. Financial Services experience (Long-term insurance and within a sales oriented environment)
5. Sales experience
6. Practical experience of IR processes is critical to the role
Knowledge and skills
1. Vast knowledge of first line management practices
2. Knowledge of contact centre systems and processes
3. Business Processes and Rules
4. Principles of teamwork e.g. stress management, team and individual motivation, best practices knowledge
5. Performance management knowledge - individual and group
6. Dimensions of Management
7. IR
Core competencies
1. Plans and aligns - Stage 2
2. Interpersonal savvy - Stage 2
3. Communicates effectively - Stage 2
4. Optimises work processes - Stage 2
Turnaround time
The shortlisting process will only start once the application due date has been reached.
The time taken to complete this process will depend on how far you progress and the availability of managers.
The closing date for all applications is Friday, 13 September 2024.
Our commitment to transformation
The Sanlam Group is committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable work environment as we believe these are key components to ensuring a thriving and sustainable business in South Africa.
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