Team Leader

3 days ago

Woodstock, South Africa Job Crystal Full time

**Sales & Client Services Team Lead**

Employment type: permanent

**Salary**: Market related

Location: Woodstock, Cape Town, South Africa

Job Functions: Team Lead

Industries: InsureTech

**SPECIFICATION**

A global InsureTech business is looking for a Sales & Client Services Team Lead to support the Head of Client Services with daily and operational responsibilities relating to call centre performance. With a focus on sales, quality, risk and training, the role will play a key role in the day-to-day running of the client services team. The role requires a hands-on, proactive individual that has a passion for sales, customer service and performance management.

**DUTIES & RESPONSIBILITIES, NOT LIMITED TO**:
Sales Performance
- Directly supervising the daily performance of the sales team focussing on agent productivity, agent conversion rate and overall brand performance
- On-floor support focussing on call scripts, objection handling and technical system support
- Responsible for daily + weekly call centre initiatives and incentives
- Active management of the various sales areas, including lead conversions, cross-selling, upselling, and retention.

Quality Assurance
- Monitoring sales team quality assurance, ensuring all communication with customers are aligned with regulations and industry best practice
- Addressing QA failures immediately by notifying team members and setting up corrective measures to minimise future risk of further failures
- Proactively listening to sales and customer service calls to ensure the existing QA programme is relevant and up to date

Complaints & SLA Monitoring
- Capturing informal and formal complaints from customers on the complaints log, and addressing all complaints within the required SLA timeframes

Training & Development
- Responsible for daily on-floor training, making small incremental improvements translating to better lead conversion and sales performance
- Implementing a training plan across sales and customer service functions covering compliance, regulatory and insurance product areas
- Responsible for new agent onboarding and training

**REQUIREMENTS**
- At least five years of team management experience in a call centre, service or project management industry.
- Strong reporting skills using excel or any other reporting software is required
- Experience with a CRM system is beneficial
- Insurance qualification (diploma/degree) and/or experience is beneficial.

Key Skills
- Must be able to operate in a deadline-driven environment
- Be able to manage the performance and efficiency of sales agents
- Action and solutions-oriented approach to issues and improvement areas
- Strong customer service focus
- Sound knowledge of sales administration procedures, best practices, and sales metric reporting
- Use call centre or service industry experience to set a standard across all sales and processes

**Salary**: Up to R25,000.00 per month

Ability to commute/relocate:

- Woodstock, Western Cape: Reliably commute or planning to relocate before starting work (required)

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