What will you do?


This role takes responsibility for the day-to-day management of a team of Short-term Insurance Sales Consultants in the Contact Centre.  It is a first line management role that controls, manages and motivates the team of Sales Consultants including the monitoring and attainment of sales targets, staff productivity, quality and compliance adherence, staff development, training and coaching and general staff performance management and administration. 


What will make you successful in this role?


Agreed set goals with team members covering performance, quality and development areas
Apply effective motivational techniques
Manage incentive budgets
Focus on career and skills development of team members
Resolve people-related problems e.g. conflict of interest, absenteeism and disciplinary matters
Vesting and training of new Consultants in the contact centre
Briefing and readiness to deliver on projects and campaigns
Drive the achievement of project and campaign targets
Escalate call resolution and provision of project and campaign related answers
Manage liaison with project and campaign management team
Manage and maintain focused and highly motivated team members
Coach and develop team into a high-performance culture
Manage staffing needs, productivity and quality
Monitor contribution to target (CTT) figures
Adherence to legislation
Manage capacity
Manage Complaints
Manage application of call structure guidelines


Qualification & experience 


Matric (or equivalent qualification)
A relevant tertiary qualification will be an advantage
Minimum of 5 years team management experience and product knowledge in life and or short-term insurance
Minimum of at least 2 years experience in a call centre environment (Outbound)
Previous experience of quality and business processes
Previous sales experience with a proven track record of achieving target
Practical experience of IR processes is critical to the role