Overview

The purpose of the team leader is to manage and oversee the Credit Life Sales Team which will generate sales opportunities for the rest of business while being responsive, courteous and profession in their dealings with the Company's supporting stakeholders clients.

A successful candidate achieves this goal through sharing experiences with the team as a way of developing expertise as a sales organisation; constantly seeking opportunities for the company to expand its customer base and taking responsibility for the sales teams day to day activities, and skills, to optimize team performance to meet minimum sales standards.

Qualification:

• Minimum NQF 4: Grade 12 OR a Tertiary Qualification
• Regulatory Examination Certificate 5 (RE5)
• A Full Qualification in Long-Term Insurance (FAIS)
• Compliance with FAIS Fit & Proper criteria i.e., minimum experience and competency requirements, CPD.

Experience and skills required

• 2+ years of experience as a Team Leader in a Call Centre environment, managing a team of sales agents to meet and exceed sales targets (non negotiable)
• 1+ years of experience in managing a Life Sales or Credit Life Sales environment (non negotiable)
• In-depth knowledge of products and regulations related to the insurance and credit life sectors.
• Proven background in long-term and / or short insurance services and products.
• Knowledge and comprehension of high-performance based work compliance.
• Ability to review and comprehend large quantities of incoming data where attention to detail is critical.
• Strong sales coaching and performance management skills to ensure consistent improvement and development of the team.
• Ability to motivate and support sales agents
• Demonstrate the ability to have courageous conversations

Key Responsibilities

• To effectively offer an opportunity for a quotation for short-term insurance policies and any other product the company may add from time to time;
• To execute and assist in creating an opportunity for quotations and sales and manage the lead warming process with skill, knowledge, diligence and integrity.
• To comply with the HOUSE RULES of the Call Centre as determined by management.
• To manage and oversee lead optimization of all leads (referrals, cross sell etc.) in the organisation.
• To accurately identify needs of self-managed staff through reports and listening of calls.
• To understand and train staff to handle objections and overcome them with an appropriate response
• Manage team discipline - Control and manage the team talk time, log in and log out, breaks taken
• Improve Lead warming Effectiveness - Achieving lead to quote, quote to sale objectives.
• Improve Quality of transferred leads Ensure error rates are minimized and completed and script adherence
• Skills and Knowledge and Development Own and other skills development - From time to time assist with coaching and training of fellow teammates.
• To share ideas and insights with the team in pursuit of continuously improving the effectiveness of the sales team.
• Run effective incentives regularly.
• Build team spirit and teamwork.
• Effectively engage with the Sales Support team to source support and information to identify areas for improved performance.

Non-technical skills

• Solid Administration Skills
• Time Management
• Excellent verbal and written communication skills.
• Computer literate.
• Analytical skills.
• Attention to detail.
• Problem-solving.
• Conflict resolution.
• Project Management
• Adaptability to change.
• Stress tolerance.
• Resilience.
• Customer centricity.
• Presentation skills.
• Persuading and influencing
• Confidence
• Drive and motivation.
• Excellent interpersonal skills.
• Compliance and Rule Orientated
• Highly organised and good time management
• Accuracy and attention to detail is of the utmost importance
• Keen interest to learn and develop in the role.
• Self-starter
• Strong work ethic
• Honesty and integrity
• Ability to cope well under pressure
• Proactive
• Deadline driven