Provide motivational direction in an inbound/outbound contact centre environment. Ensure the insurance company’s products and services are accurately presented to customers at all times in accordance with TCF principles and other FSA regulations. Ensure the team’s productivity, quality performance and targets are met/exceeded. Create an atmosphere of professionalism and mutual support among employees.

 

Responsible for conducting staff management duties such as:

Set targets for agents at an individual level which feed into the overall business targets

Deliver coaching and feedback to Sales Agents to accelerate performance and achieve goals

Conduct regular employee performance reviews

Monitor agent’s absence levels and resolved any employee issues, with support from the General Manager – Sales and HR when required

Identify any training needs and participate in training sessions for new recruits and existing employees when required

Provide the sales team with feedback on company performance and ensure they are kept up to date with all changes in products, price and underwriting changes

Monitor agent’s calls to ensure all sales are undertaken in accordance with the Company’s policies and procedures and in compliance with FSA regulations (including TCF principles)

Assist agents with queries and provide advice when required

Manage working patterns of employees to ensure optimal staffing levels

Referral point for handling customer complaints to achieve a positive outcome

Manage the telephony system and sales campaigns to ensure SLA’s and KPI’s are achieved

Assist the recruitment process and involvement in assessment centres

Provide management information on a regular basis to the General Manager – Sales and management team

 

Attend operations meetings when required to discuss potential changes to systems and processes

To work closely with other teams and departments to ensure consistency and best practice.

To be compliant with health and safety policies at all times

To ensure all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/ regulations at all times

Any other reasonable duties as required

 

Experience of working within a contact centre environment, preferably at a supervisory level

Experience of meeting sales targets and KPI’s within a regulated environment

Experience of setting and managing sales campaigns

 

Excellent communication skills, both verbal and written

Strong leadership and management skills to drive sales forward in a high pressurised environment

Influencing and negotiation skills

Problem solving skills with the ability to adopt a logical approach to resolving problems

Good numeracy and literacy skills

Strong IT and software skills

A sound knowledge of insurance products and personal lines insurance following appropriate training

Comprehensive understanding of regulatory requirements and company principles (including TCF) following appropriate training 

Solid understanding of the business objectives and operations

Sound knowledge of managing inbound and outbound sales campaigns in line with SLA’s

Customer focused

Self motivated and enthusiastic

Extremely target driven and results focussed

An organised and proactive approach

Takes initiative to make decisions

A flexible approach and positive attitude

Approachable and keen to help others

 

Confident in presenting complex information in a clear and concise manner

Strives to deliver performance targets and drive business improvements to contribute to the success of the business