Sales Manager

**Main purpose of the job**:
To effectively manage a team of call centre sales agents, which are responsible to achieve conversion rates and sales targets for Health Product sales. 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.
- **Client Development**:

- Manage and ensure that the campaign conversion rate and return on investment is upheld through proper lead management.
- Ensuring that leads are provided to the best possible sales agent and that the lead is handled in relation to the company minimum standards.
- Ensuring that your team follow the sales script verbatim and ensuring that all company processes are managed, reported on, and implemented.
- Ensuring that leads are maximised by offering cross-selling opportunities for additional Oneplan products.
- Ensuring that you and your team are well trained on the product, understand objections and can overcome these objections.
- Ensuring that your team keep up to-date sales records for all existing and prospective accounts on company IT systems.
- Ensuring that all correspondence to customers and potential customers are dealt with timorously and professionally.
- Ensuring that your team always display and maintain professionalism to achieve quality calls.
- 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);
- Ensuring that all sales and service breaches are attended to immediately and the necessary coaching and or disciplinary process as per the company employee handbook are followed.
- Execute on the vision and overall sales strategy.
- Provides strategic input into the sales strategy.
- Provides insight in terms of optimising performance and profitability.
- Build/maintain rapid channel of communication to client in case of service-related issues and events.
- Ensure adherence to standard operating procedures in all engagements.
- Demonstrate the Oneplan Values and Culture in all engagements with the team.
- Leverage team success to drive all initiatives and experiences.
- Display leadership through your actions by accepting responsibility for daily. deliverables and ensuring targets are achieved.
- Maintain forward thinking and proactiveness by taking ownership of every interaction with the team and managing the team’s success.
- **Team Management**:

- Daily / Weekly and Monthly Team meeting between (Buzz session, celebrating previous days performance, addressing challenges, action plan for the day).
- Ensure consultants have leads and continuous walking the floor approach to ensure hands on performance management.
- One on One sessions and coaching sessions - call evaluations.
- Ensure all desks have the necessary equipment before recruitment placement are brought to floor.
- Ensure all leads has been purchased (ensuring conversion rate is achieved).
- Complete individual dashboards with conversion rate, number of sales, MTD reports to be sent to team members. Include target actual vs. variance.
- Run telephony report and lead disposition report and address agents who are burning leads or who have low conversions. (Managing poor performers).
- Obtain action plans from agents behind target and follow through on actions agreed upon.
- Performance Management (As per employee handbook) to be conducted in comparison to commitments.
- Daily report to manager around your analysis, discussions and action plan.
- Manage employee attendance by completing attendance registers with notes and submit to HR every Friday based on the floor attendance / absence reasons.
- Ensure all leave reflects on ESS upon the employees return to work are processed.
- Use attendance register to identify trends.
- Deal with all staff related matters (absenteeism, late coming, dress code etc) this must be done according to the employee handbook and guidelines.
- Receive, understand, interpret and review QA feedback, track this feedback on a spreadsheet and allocate to staff in discussions/ coaching sessions.
- Ensure all agents are familiar with the QA process, principle decisions, dispute process and weekly calibration sessions.
- Call reviews - required to review a minimum of 1 call (Non converted lead/non-compliant sale) per sales agent per week and a documented coaching session per agent per week.
- All agents not on sales target be coached at least twice per week. Feedback to be given to team leader for follow up coaching, including trends, gaps, focus areas and action plan.
- You are required to be visible on the floor throughout the day by doing side-by-side coaching, motivation and staff management
- Ensuring that should your team not be on target at close of business, that you display commitment by driving extra hours as per industry standards and achieving minimum daily targets.
- Understanding incentive model