Key Responsibilities:<\/p>\n
Client Engagement<\/p>\n
\tEstablish a high performing sales and retention (growth) team.
\n\tActively lead, coach and develop the team to optimum performance levels to achieve targets contributing to the company\u2019s objectives.
\n\tSetting and leading the achievement of targets in an operational, sales and service environment.
\n\tAbility to drive performance in sales-based environment with a focus on key performance indicators.
\n\tAbility to develop innovative and tailored tactics and strategies to manage customer needs.
\n\tMaintain quality standards for service delivery through identifying trends and planning for future needs.
\n\tIdentify training needs and working with our training team to deliver best practice training to staff to improve customer experience and member retention.
\n\tInform and monitor attendance and scheduling of training both formal and informal to ensure required service levels are maintained consistently, whilst enabling an environment of continuous improvement, including emergency staffing and leave coverage.
\n\tCreate and maintain a high-quality work environment so team members are motivated to perform at their highest level.
\n\tMonitor and manage activity from multiple channels to ensure all customer contact is responded to in a timely manner without compromising customer satisfaction.
\n\tResolve escalated member issues in accordance policies and procedures.
\n\tReview and manage all member contact across all channels to identify issues, gaps and highlight impact and solutions to resolve.
\n\tEstablish key relationships and work closely with the leadership team, understand key activities (marketing, campaigns etc) and translate them into member contact volumes as well as the impacts of these activities.
\n\tCoordinate the testing and implementation of new processes, including technology solutions
\n\tAnalyse and report performance data and make recommendations for performance improvements.
\n\tProvide leadership and proactively engage in team and whole staff activities to continually develop a practical understanding of overall business strategies and programs of work to support achievement of goals.
\n\tReview and evaluate calls against the Quality Assurance Framework and Customer Experience
\n\tConversation Framework and provide feedback and coaching to team.
\n\tLead the development and review of processes and associated documentation relating to the activity undertaken by the team.
\n\tPerform regular performance appraisals for the Consultants and develop growth and achievement (G&A) plans that support individuals in their ongoing development aligned with objectives.
\n\tCollaborate with and support the development of other team leads through role modelling and coaching to meet team objectives and outcomes.<\/p>\n
Leadership teamwork and relationship building<\/p>\n
\tModel the values and behaviours in the delivery of individual performance; actively contribute to a constructive, high performing team and organisational culture.
\n\tConduct effective team meetings\/huddles\/briefings to ensure effective communication of organisational messages, to provide not only technical information, but also motivate and engage staff.
\n\tDevelop and maintain professional relationships with peers and stakeholders across the business to support inter-departmental collaboration.
\n\tIndependently prioritise work to support consistent achievement of individual and team key performance indicators; appropriately escalate issues impacting either performance and\/or the business; and demonstrate a flexible, adaptable, mobile and energised mindset.<\/p>\n
Accountability and extent of authority<\/p>\n
\tProvide support and information to the Sales and Services Manager and executive team on the team\u2019s activities and outcomes.
\n\tEnsure applicable procedures are always maintained.
\n\tMaintain knowledge of policies, processes and procedures and ensure all advice provided and processes undertaken are in accordance.
\n\tActively maintain awareness of all risk and compliance obligations.
\n\tConsistently achieve individual goals and objectives; actively lead own growth and achievement planning and implementation.
\n\tJudgement and decision making<\/p>\n
\tActively offer and implement a course of action and solutions based on evaluation and analysis of numerical and written information focused on results.
\n\tMake decisions which are objective and free from undue influence consistent with risk culture and approved strategic priorities and objectives.
\n\tMake decisions consistent with operational delegations and delegate or escalate matters appropriately.<\/p>\n
Requirements<\/p>\n
Key Requirements of the Role:<\/p>\n
\tGrade 12 with English and a second language
\n\tUndergraduate\/Postgraduate qualification in related field advantageous
\n\tMinimum of 3 \u2013 5 years client service and\/or sales experience
\n\tPrevious Retentions experience preferred, able to manage a team effectively and motivate team members to meet required targets.\u00a0
\n\tProven experience managing a team in a contact centre environment and or call centre will be advantageous.<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
eplan.mcidirecthire.com<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/eplan.mcidirecthire.com","_company_name":"Oneplan Underwriting Managers (Pty) Ltd","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"At Oneplan, we live by the philosophy that insurance should make life easier, not more complicated. That\u2019s why we offer simple and affordable insurance plans without sacrificing quality. We don\u2019t believe in sneaky clauses or conditions that come back to bite you when you need help the mo... read morest.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":{"0":"post-9671","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-gauteng","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/9671","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=9671"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=9671"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=9671"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}