Team Leader Gap at Old Mutual South Africa

Job Description

To effectively lead and motivate the inbound sales consultants to ensure performance targets are achieved in line with the business values and culture.

• Assign allocated leads to Sales team members.
• Where required, review merits of case and decide on discount.
• Recruit, coach, develop and motivate staff to ensure they deliver the required customer experience, quality of service and personal targets.
• Ensure a consistent, detailed understanding amongst all sales team members of the operational shifts, commissions, targets, products, business rules and conditions.
• Ensure the achievement of the team’s targets.
• Train sales agents to ensure that they reach the minimum required sales per day.
• Maintain or exceed the lead to quote ratio targets.
• Maintain or exceed the quote to sale ratio targets.
• Maintain or exceed the lead to sale ratio targets.
• Ensure that abandoned calls do not exceed 1% average per month.
• Actively manage capacity planning for shift schedules.
• Ensure 5 hour minimum talk time per agent per day.
• Ensure that absenteeism within the team is below 10% per month.
• Understand call volumes (daily , weekly and monthly).
• Understand the peaks and troughs in calls daily, weekly and monthly to manage the achievement of sales targets within the team.
• Understand the different conversion rates per campaign.
• Ensure that sales consultants’ bins are well maintained.
• Ensure that all leads are followed up on by sales consultants.
• Take disciplinary action against sales consultants that are not adhering to the rules regarding leads.
• Ensure that all leave taken by consultants is captured onto Oracle to ensure the management of any potential exploitation of sick leave.
• Ensure that all warnings issued are placed in staff files.
• Ensure that all sick notes are placed in the staff files.
• Maintain cleanliness on the sales floor.
• Communicate nature, rules and all related information for campaigns and interventions to Sales Consultants.
• Monitor and manage sales targets, accomplishments, related incentives and team expense budget against set targets.
• Manage resource capacity planning and utilisation to support the achievement of sales targets, volumes, operational budgets and campaign plans.
• Identify opportunities to improve and expand product and service offerings.
• Actively manage and report on the achievement of sales targets.
• Resolve customer queries or complaints where necessary.