Job Title: Team Manager

Location: Bellville, Cape Town

Perm/Contract: Permanent

Our Client, is dedicated to supporting, growing and empowering clients with affordable, easy and suitable solutions, primarily through face-to-face intermediary channels, but also directly. They have approximately 2,000 tied advisers and 2,000 supporting independent brokers, all dedicated to meet the financial needs of their customers.

What will you do?

This role takes responsibility for the day-to-day management of a team of Life 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)

• Minimum of 3 years’ team management experience in a sales environment

• Minimum of at least 2 years’ experience in a call-centre environment (Outbound)

• Financial Services experience (Long-term insurance and within a sales-oriented environment)

• Sales experience

• Practical experience of IR processes is critical to the role

Knowledge and skills

• Vast knowledge of first line management practices

• Knowledge of contact centre systems and processes

• Business Processes and Rules

• Principles of teamwork e.g. stress management, team and individual motivation, best practices knowledge.

• Performance management knowledge - individual and group

• Dimensions of Management

• IR