Insurance Team Lead

3 weeks ago


Johannesburg, Gauteng, South Africa CallForce Full time

Insurance Team Lead Overview

We're seeking an experienced Insurance Team Lead to join our team at CallForce. The ideal candidate will have a proven track record in leading successful sales teams and a passion for delivering exceptional customer service.

The Insurance Team Lead will be responsible for managing a team of insurance sales agents, developing sales strategies, and overseeing day-to-day sales operations to drive revenue growth and maximize profitability.

Key Responsibilities:

  • Manage teams and ensure customer satisfaction, transaction/call monitoring, quality, and productivity targets.
  • Identify inefficient processes and develop recommendations to enhance controls and efficiency.
  • Provide motivation, coaching, and feedback to team members to improve their performance.
  • Manage team and ensure customer satisfaction, transaction/call monitoring, quality, and productivity targets.
  • Motivate team members and control attrition.
  • Complaint and escalation management.
  • Provide coaching and feedback to team members to enable them to improve their performance.
  • Assist new hires to become productive on the floor in the shortest possible time frame.
  • Client interaction, where required – daily/weekly/monthly.
  • Productivity improvement and employee engagement.
  • Ensure compliance with internal policies, external regulations, and information security standards.
  • Management reporting and oversight.
  • Assess developmental needs and collaborate with others to identify and implement action plans that support the development of high-performing teams.

Requirements:

  • Matric qualification.
  • At least 2 years' experience in a leadership role in contact centre short-term insurance sales.
  • Technological savvy.
  • Certificate in supervisory management, ideal but not essential.
  • Understanding of IR and HR policies.
  • Ability to handle escalations and take ownership.


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