Operations Manager

Oneplan Underwriting Managers (Pty) Ltd.

Job Ref # : OP-50

Industry : Call Centre

Job Type : Permanent

Positions Available : 1

To effectively manage a team of sales agents responsible for achieving conversion rates and sales targets, ensuring adherence to quality and compliance standards, and upholding the company's vision and values through key result areas.

Job Description

Main purpose of the job :

Manage a team of sales agents to meet conversion and sales targets, maintain quality and compliance, and promote company values.

Client Development

• Manage campaign conversion rates and ROI through proper lead management.
• Assign leads to the best sales agents according to standards.
• Ensure team follows sales scripts and company processes.
• Maximize leads with cross-selling opportunities.
• Train team on products, objections, and overcoming them.
• Maintain updated sales records.
• Handle correspondence professionally and promptly.
• Ensure customer satisfaction and collection of premiums.
• Address sales and service breaches with coaching or disciplinary actions.
• Implement sales strategies and provide strategic input.
• Build communication channels with clients.
• Ensure adherence to SOPs and demonstrate company values.
• Lead team success initiatives and display proactive leadership.

Team Management

• Conduct team meetings and coaching sessions.
• Ensure availability of leads and equipment.
• Track performance metrics and address low performance.
• Manage staff attendance, leave, and related matters.
• Review QA feedback and coach agents accordingly.
• Monitor call quality and conduct calibration sessions.
• Maintain visibility on the floor and motivate the team.
• Drive incentives and address performance issues daily.

Operational Effectiveness

• Ensure agents achieve call time targets.
• Maintain punctuality and diligence.
• Complete and submit accurate sales records and reports.
• Comply with company policies and procedures.

Reporting

Weekly Duties

• Prepare detailed weekly sales reports.

Biweekly Duties

• Schedule performance review meetings.
• Discuss and document performance appraisals.
• Prepare evidence for reviews and ensure employee commitment documentation is signed.

Monthly duties

• Submit comprehensive month-end reports with insights.
• Ensure quality calibration sessions are conducted monthly.

Quality, Consistency and Compliance

• Manage sales resources and processes.
• Analyze sales data and liaise with stakeholders.
• Understand competitor offerings.
• Achieve revenue and cost objectives.
• Identify cost-saving opportunities.
• Ensure compliance and remediation of audit findings.

Leadership

• Implement upskilling strategies.
• Foster a culture of empowerment, diversity, and respect.
• Gather staff feedback and promote collaboration.

Self-Management

• Maintain personal productivity and quality standards.
• Plan, prioritize, and adapt to change.

Job Requirements

• Grade 12 with English and another language.
• Postgraduate qualification advantageous.
• 4-6 years in a sales call centre leadership role.
• Knowledge of products, industry, and legislation.
• Excellent literacy and PC skills.
• Strong problem-solving and relationship-building abilities.

Behaviors

• Energy, passion, respect, honesty, client focus, result-oriented.

Leadership

• Demonstrate integrity, strong sales skills, and adaptability.