This role takes responsibility for the day-to-day management of a team of Life Sales Consultants in the Contact Centre. It is a first line management role that controls, manages and motivates the team of sales consultants 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.

‚ 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 Consultants in the contact centre
‚ 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)
‚ Minimum of 3 years team management experience in a sales environment
‚ Minimum of at least 2 years experience in a call centre 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 centre 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

‚ Being resilient - Stage 2
‚ Collaborates - Stage 2
‚ Cultivates innovation - Stage 2
‚ Customer focus - Stage 2
‚ Drives results - Stage 2

Personal Attributes

‚ Plans and aligns - Stage 2
‚ Interpersonal savvy - Stage 2
‚ Communicates effectively - Stage 2
‚ Optimises work processes - Stage 2

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as Mi Way and the Group Office – the group provides many opportunities for growth and development.

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

The closing date for all applications is Friday, 13 September 2024.