As a New Business Team Manager, you will be responsible for achieving sales (approval and activations) targets based on pre-qualified leads and/or opening customer initiated accounts and ensuring that customer applications are processed timeously and accurately and in accordance to SLA.
Key Responsibilities:
Manage daily operations:
Supervise, lead, organize, control and performance manage a team of New Business: Sales agents
Ensure sales targets are met or exceeded on a daily basis
Motivate your team to ensure they meet planned sales goals and conversion targets
Develop and implement programs and procedures to improve productivity (efficiencies)
Manage measurement standards for the improvement of performance and operational effectiveness
Detect and escalate fraud and misrepresentation to the fraud department and management team
Ensure 100% adherence to WFM schedules and participate in forecasting
Ensure all KPI are tracked daily, weekly and monthly
Ensure that department Quality Standards are met daily weekly and monthly
Action any ad-hoc requirements
Review current business processes and make continuous suggestion to improve
Coaching and mentoring of team:
Conduct regular one-on-one meetings with members of the team to identify any areas of concern and implement appropriate corrective actions
Identify development needs within the team and ensure adequate coaching takes place to address the needs
Develop the team through motivation, soft skill training and product knowledge education
Conduct QA audits for all agents on a weekly basis
Team Administration
Ensure new starters effectively transition into the team
Conduct probation review meetings during first 3 months of employment
Address any behavioral concerns in line with the Company's Disciplinary Policy
Manage the team's absenteeism in line with the Company's Absence Management Policy i.e. return to work etc.
Ensure all leave transactions are processed on ESS
Management of waybill and overtime/special time to payroll
Manage the termination process for agents leaving the business
Team performance, monitoring and reporting:
Track and report on individual targets for each New Business Agent within the team
Collate and effectively utilize reports for performance management of department KPI's
Conduct monthly performance reviews with team and submit scores on ESS
Address any underperformance in line with the Company's Performance Improvement Policy
Resources & Capacity (people & systems):
Ensure effective recruitment practices when employing new employees
Ensure the team has the resources and tools to perform what is expected of them
Ensure ongoing training and development of Agents
Qualification:
Matric/Grade 12
Experience:
Minimum of 5 years call centre experience
3 years' experience in a similar role as a Sales Team Manager
Experience in Employee Relations, Performance Management, Absence Management and Quality Assurance
Experience in leading and managing teams of at least 15 people
Experience in managing a sales / new business department
Functional Knowledge and Skills:
Knowledge of the account management principles and an understanding of the consumer credit/retail credit environment
Knowledge of call centre processes, policies and methodologies
Efficient in MS Outlook, MS Word, MS Excel
Ability to effectively, clearly and convincingly communicate at all levels in the company and with customers and suppliers – both verbally and in writing
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