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Sales & Client Services Team Lead

Western Cape Market Related
Sector: Sales
Posted: Friday, 15 July 2022





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Job Details

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
  • Daily monitoring of lead pipeline, telephony, email and live chat performance against SLA requirements

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