Coach team to achieve business targets
Ensure that department/ individual targets are achieved through new business and existing customer sales.
Develop strategies that assist telemarketers to achieve daily, monthly, yearly targets.
Successfully train and develop new Telemarketers to sell AVBOB insurance products.
Coach and train existing Telemarketing consultants in line with changing markets on Sales Process Techniques to achieve daily, monthly, and annual targets.
Manage team operations
People management (Manage team morale, attendance, work schedules, resource capacity, and ensure team engagement).
General office administration and management of daily team operations.
Track individual and department performance, provide analysis, and identify areas of improvements/ remedial actions.
Management of performance feedback and reviews.
Contribute to lead generation strategies and customer feedback analysis and reporting.
Convert leads optimally as generated by company lead generators.
Up/ Cross Selling of additional benefits to existing clients.
Attend to and service internal department stakeholder queries, meetings, analysis, and reporting.
Escalate, manage system downtimes and ensure agents are engaged on updates and changes.
Quality, compliance, and retention
Ensure accuracy in sales processing and monthly reporting.
Retain business on the books and coach team to reduce lapses.
Coach team to be efficient, friendly, and customer-oriented.
Coach team on insurance regulation compliance and sales script compliance.
Develop strategies that provide remedial actions for non-compliance/ audit findings.
Ensure that the team maintains quality advice and a quality score as per prescribed assessments.
Ensure that the target is reached and that all pending or rejected cases are converted into sales before the cut-off date/month end.
Manage the query process and ensure consistency in feedback.
Minimum Requirements
Financial Diploma or any other relevant Tertiary qualification (e.g., Wealth Management, Long-term insurance).
RE 5 / RE 1 qualification.
Must have 120 Credits in Long Term Insurance.
5 – 10 years of experience in Long Term Insurance in a Call Centre Telemarketing Supervisor/ Team Lead role.
Knowledge of Customer CRM systems (e.g., Genesys, Connex, Production).
Telemarketing operations experience – essential.
Proficient in English – essential (For writing, reading, speaking, and reporting).
Must be able to speak 3 official languages – advantageous.
Computer knowledge – Advanced MS Office, Excel, and PowerPoint – essential.
Sales driven.
Excellent verbal and written communication skills.
Excellent numeracy and analytical skills (i.e., large data interpretation, analysis, and reporting).
Service oriented.
Quality driven.
People-focused.
Attention to detail.
Good Interpersonal Skills.
Strong Leadership Skills.
Problem-solving / conflict resolution skills.
Decision-making skills.
Stress tolerance.
Excellent time management skills.
Organizational awareness.
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