Dotsure Direct Supervisor

Should there be external candidates with the requisite background in short term insurance sales and service junior management and looking for a new opportunity, you are welcome to apply.CORE FUNCTION: Managing and coaching a teamRESPONSIBILITIES:Second in command, manager responsibilities will default to Team Leader when manager is absent/on leave.On the floor coaching and guidance.Handling queries and disputes and timely feedback to relevant parties.Daily call audits.QA and FAIS audit feedback.Daily production matrix and reports tracking (sales, conversions, and calls per agent).Weekly soft skill and sales training.Maintaining set SLA's.Maintaining current portfolio by balancing sales, sales conversions, acquisition costs, partnerships, and cancellations.Monitoring the lead pools and ensuring that all leads are distributed and contact attempted within the targeted turnaround times.Diligently recycling existing data.Maintain a healthy lead to sale conversion on both new and recycled leads.Daily accountability on lead distribution, conversions, sales made, open tasks, call attempts, gaps between calls, and call times.Hold daily team meetings setting the daily commitments and feedback.Weekly & monthly individual meetings with team.Liaising with leadership in working through PIP's to finality.Engage and collaborate with supporting divisions to ensure full understanding of the team's roles and knock-on effects within the greater value chain.Maintain individual daily and monthly targets.Continuously improve conversion and collection rates.Maintaining a zero error, compliance, and TCF percentage.Avoid dropped and re-queued calls.One-on-one monthly feedback, suggestions, and concerns.LEADERSHIP RESPONSIBILITIES:Monitor team performance.On-going coaching and training of employees.Implement organisational policies in compliance with all relevant acts such as the Basic Conditions of Employment (BCEA), i.e. leave, overtime.Staff planning and development in line with company Employment Equity Plan.Manage workplace discipline in line with company disciplinary code.
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