Job Description

Team Manager
Role Summary
This role takes responsibility for the daily management of a team of Sales Agents in the Contact Centre. It is a first line management role that controls, manages and motivates the team of sales agents 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.
Our client is dedicated to supporting, growing and empowering clients with affordable, simple, and suitable solutions, primarily through telephonic and digital intermediary channels. They have approximately 100 tied sales agents, all dedicated to meeting the financial needs of our clients and prospective clients.
Our client's vision is to establish a world-class direct financial service business that seeks to:

• offer its clients excellent service, superior value products, and fair treatment always.
• be an employer of choice; and
• play a meaningful role in the transformation of the Financial Services industry.

• 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 Sales Agents in the contact center
• 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

• Matric (or equivalent qualification).
• Completed RE 1 and 150 FAIS credits 9 (advantageous).
• Minimum of 3 years team management experience in a sales environment.
• Minimum of at least 2 years' experience in a call center 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

• Vast knowledge of first line management practices.
• Knowledge of contact center 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