MiWayLifes 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.
What will you do?
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.
What will make you successful in this role?
- 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 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).
- Completed RE 1 and 150 FAIS credits (advantageous).
- 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
- Natural coach and motivator of staff (people skills)
- Ability to manage a team
- Planning and co-ordination skills
- Selling skills
- Excellent communication skills
- Customer service
- Ability to achieve targets (determined and goal orientated)
- Stress resilience
- Relationship building skills
Diploma with 2 to 3 years experience or Grade 12 with 4 to 5 years related experience.
Knowledge And Skills
Drive leads and service targets
Coaching, quality and compliance
Reporting and communication
Management of employees
Personal Attributes
Decision quality - Contributing independently
Interpersonal savvy - Contributing independently
Plans and aligns - Contributing independently
Directs work - Contributing independently
Build a successful career with us
Were 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 realize their worth.
Core Competencies
Cultivates innovation - Contributing independently
Customer focus - Contributing independently
Drives results - Contributing independently
Collaborates - Contributing independently
Being resilient - Contributing independently
Turnaround time
Due date for applications
If you meet the above criteria, and you are interested in applying for this role please submit your CV.
The closing date for applications is 15 May 2025.
Please note that the recruiter reserves the right to withdraw the advertisement prior to the closing date, or to allow for further applications to be submitted after the closing date indicated.
Turnaround times
The time taken to complete this process depends on how far you progress and the availability of managers.
Our commitment to transformation
MiWayLife is committed to transformation and embracing diversity and our employment equity plan and targets will be considered as part of the recruitment process. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.
