Sales Team Leader : Pet

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 that are responsible for achieving conversion rates and sales targets. Ensuring that quality and compliance measures are adhered to and targets achieved. To ensure that the company vision and values are upheld through achieving the key result areas.

Job Description

Main purpose of the job: To effectively manage a team of sales agents that are responsible for achieving conversion rates and sales targets.

Client Development:

1. Manage and ensure that the campaign conversion rate and return on investment is upheld through proper lead management.
2. Ensure leads are provided to the best possible sales agent and that the lead is handled in relation to the company minimum standards.
3. Ensure that your team follows the sales script verbatim and that all company processes are managed, reported on, and implemented.
4. Maximise leads by offering cross-selling opportunities for additional Oneplan products.
5. Ensure that you and your team are well trained on the product, understand objections, and can overcome these objections.
6. Ensure that your team keeps up-to-date sales records for all existing and prospective accounts on company IT systems.
7. Ensure all correspondence to customers and potential customers is dealt with timely and professionally.
8. Ensure your team always displays and maintains professionalism.
9. Ensure that your current customer portfolio and individual agents' customers are satisfied and that all premiums written are collected within the acceptable parameters (NTU Rate).
10. Ensure that all sales and service breaches are attended to immediately, following the necessary coaching and/or disciplinary process as per the company employee handbook.

Execute on the vision and overall sales strategy:

1. Provide strategic input into the sales strategy.
2. Provide insight in terms of optimising performance and profitability.
3. Build/maintain rapid channel of communication to clients in case of service-related issues and events.
4. Ensure adherence to standard operating procedures in all engagements.
5. Demonstrate the Oneplan Values and Culture in all engagements with the team.
6. Leverage team success to drive all initiatives and experiences.
7. Display leadership through your actions by accepting responsibility for daily deliverables and ensuring targets are achieved.
8. Maintain forward thinking and proactiveness by taking ownership of every interaction with the team and managing the team's success.

Team Management

Conduct team meetings (Buzz sessions) to celebrate previous days' performance, address challenges, and create action plans for the day.

1. Ensure consultants have leads and walk the floor.
2. Conduct one-on-one sessions and coaching sessions – call evaluations.
3. Ensure all desks have the necessary equipment before recruitment.
4. Ensure all leads have been purchased.
5. Complete individual dashboards with conversion rates, number of sales, and MTD reports to be sent to team members.
6. Run telephony report and lead disposition report and address agents who are burning leads or who have low conversions.
7. Obtain action plans from agents behind target and follow through on actions agreed upon.
8. Conduct performance management as per employee handbook in comparison to commitments.
9. Submit daily reports to manager around your analysis, discussions, and action plans.
10. Complete attendance register with notes and submit to HR every Friday.

Operational Effectiveness

1. Ensure each agent achieves minutes of call time per day.
2. Be punctual, responsible, and diligent in all tasks and duties attended to, and ensure that your team follows the same standards.
3. Complete accurate and timely sales administration records.
4. Submit to the Head all relevant reports, paperwork, and updates on all future sales activity.
5. Ensure you and your team comply with company policy and procedures.

Job Requirements

1. Minimum Academic, Professional Qualifications & Experience required for this position:
2. Grade 12 with English and a second language.
3. Undergraduate/Postgraduate qualification in a related field advantageous.
4. 4 – 6 years experience as a Team Leader in a Sales Call Centre environment.
5. Display an understanding and knowledge of the product and industry.
6. Meet FAIS Fit & Proper requirements as per legislation.
7. Literacy – Have excellent reading, writing, and interpersonal skills.
8. PC Literacy – In-depth knowledge of Word, Excel, email, and Internet.
9. Ability to interpret business requirements and assist management in effectively running day-to-day operations.
10. Actively participate in team meetings.
11. Ability to work in a team-oriented environment and contribute positively.
12. Ability to meet deadlines within time constraints.

Behaviors: Energy, Passion, Respect for others, Honest and Fair, Client Focus, Achieves Results, Leadership.