Sales Team Leader

4 days ago

Bellville, South Africa Sanlam Full time

**What will you do?**
- Manages and leads a team of contact centre advisors. Ensuring that the team reaches and exceeds set target(s) by monitoring individual performance on a constant basis. The Team Leader should also be knowledgeable on all aspects of the products, systems and processes.
- Mentors and coaches the team and gives constant real time support in terms of query resolution.**What will make you successful in this role?**
- Builds and maintains a high performing team which consistently delivers a “Wow” customer experience in terms of care, professionalism, knowledge and contact resolution
- Facilitates the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experience.
- Inspires, leads, engages, coaches, develops and motivates a team of dynamic and successful customer facing agents to deliver the best service in the insurance industry.
- Manages people related matters i.e., attendance, absence and attrition within the team to ensure service level contributions are met/exceeded.
- Manages and improves performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gaps. and/or through written correspondence
- Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn around times.
- Improve customer satisfaction, experience and insight.
- Manage own development to increase own competencies.
- Deliver exceptional customer service that exceeds customers’ expectations through proactive, innovative and appropriate solutions.
- Ensuring achievement of underwriting and profitability objectives through internal processes.
- processing and timelines in order to drive and achieve relevant product and service targets.

**Qualifications and Experience**

**Qualifications**
- Completed Matric (Grade 12)
- FAIS compliance (NQF Level 4) with credits in personal lines or commercial
- A relevant short term insurance related qualification - Advantageous.

**Experience**
- 5 - 7 years’ people management experience
- 5 - 7 years’ experience in an operational environment (preferably within the short-term insurance industry)

**Knowledge and Skills**
- Drive Sales targets
- Coaching and Motivating Team
- Quality Auditing
- Managing Compliance
- Reporting and communication
- Management of employees
- Building High Performance Teams

**Personal Attributes**
- Communicates effectively - Contributing independently- Action orientated - Contributing independently- Situational adaptability - Contributing independently- Optimises work processes - Contributing independently**Build a successful career with us**
- We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters - Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.**Core Competencies**
- Cultivates innovation - Contributing independently- Customer focus - Contributing independently- Collaborates - Contributing independently- Being resilient - Contributing independently- Drives results - Contributing independently**Turnaround time**Our commitment to transformation

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