Team Leader Telesales (outbound)

Company RBS
Reference # 2018-001
Published 10/01/2018
Location Cape Town, Western Cape, South Africa
Introduction
Short Term Insurance
RBS is one of the largest fully fledged financial services advisory firms in Southern Africa. Our services cover a broad spectrum of needs including Insurance Broking, Risk Management, Corporate Risk Advisors, Employee Benefit Administrators and Consultants, and Health and Wealth management.
Job Functions Call Centre,Management,Sales
Industries Financial Services,Insurance
Specification
ROLE PURPOSE

To provide expert advice and management to the direct sales team and to ensure sales targets are met aligned with the overall strategy.

ROLE OUTPUTS
•Take appropriate action to minimise cancellations
•Drive team performance to achieve sales targets
•Ensure and contribute to minimisation of general expenses
•Ensure that all stakeholder communication is accurate, timeous, professional and relevant
•Build and maintain mutually beneficial relationships with internal and external stakeholders
•Ensure and contribute to achieving own and company required client satisfaction targets
•Lead and manage a team on 8-15 outbound telesales agents
•Assessment and quality assurance of agents calls, and business written
•Ensure that personal lines underwriting practices adhere to boarder regulatory frameworks, industry best practice and organisational standards for service and quality
•Handle complaints or escalations and ensure that clients needs are satisfied
•Conduct regular audits of personal lines underwriting to ensure high standards of quality are maintained
•Compile, and distribute reports in order to ensure clear reporting to internal and external stakeholders
•Adhere to company mandates
•Participate and contribute in ad hoc projects
•Report any suspected fraud, misrepresentation and/or dishonesty
•Live the company values
•Ensure continuous self-development
•Share information and knowledge with the team
•Continuous coaching and mentoring of direct reports
•Compile and contract performance objectives for direct reports and conduct bi annual performance discussions
•Contribute towards and ensure continuous improvement in own and team performance
•Manage team performance
•Compile personal development plans for direct reports and conduct regular development reviews and feedback discussions
Requirements
•Matric of equivalent
•RE5
•FAIS Compliant (credits and/or full qualification)
•Computer Literate
•Excellent communication skills
•A minimum 3 years’ experience in a team leader role in an outbound sales call centre (short term insurance)
•A minimum of 3 years’ Short term insurance experience
Job Closing Date 26/01/2018
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