Call Centre Manager

What will you do?

Outbound Call Centre Manager manages and drive the Call Centre's operations, ensuring efficiency in telephony systems, adherence to business processes, and achieving sales targets through effective management of Advisors. The essential job function is to maximize sound and sustainable new business inflows while upholding a support and service system of high standard towards Advisors maintaining execution of company processes and procedures successfully at all times.

What will make you successful in this role?

Support

• Provide guidance and support to Sales Advisors through consultations and communication
• Offer sound insurance and financial advice to grow and mature the Sales Advisors
• Promote the Sanlam brand and image
• Market products effectively

Training

• Propose and arrange formal training sessions for Sales Advisors
• Provide product & training material to Sales Advisors
• Reward performance

Administration

• Meet sales targets
• Provide excellent and focused administrative advisor and client service
• Implement an effective business strategy
• Manage and monitor the performance of Sales Advisors
• Distribute commission statements timely

Branch Management

• People Management
• Monitor and manage production
• Measure and manage performance outputs
• Identify training needs and propose development programs
• Conduct CPA Contracting and reviews timely
• Manage working and office hours

Office and Activity Management

• Maintain office appearance
• Manage assets and protect company property
• Manage costs and adhere to budgets
• Manage arrear and lapse reports monthly
• Report irregularities
• Assume overall accountability for the effective day-to-day running of the call centre
• Ensure telephony systems and processes are operational for maximized utilization and productivity
• Conduct regular operational meetings with staff
• Drive a values-based culture of high performance through present and courageous leadership
• Plan and manage workforce, ensuring optimal sizing relative to lead volumes
• Undertake recruitment drives and selection of suitable sales/support staff
• Ensure new sales advisors are trained, assessed, and coached to become productive and vested as soon as possible
• Drive a culture of risk/compliance awareness

Development

• Identify new and enhanced product opportunities
• Gather and analyse market intelligence and feedback
• Identify and utilize profitable opportunities
• Stay acquainted with legislative/regulatory changes and implement them

Driving Sales and Profitability

• Implement the Call Centre’s Business Plan with monthly reviews and action plans
• Achieve contracted sales targets
• Establish a ‘high energy’ sales success culture within the sales teams
• Monitor sales of different campaigns to gauge progress against targets
• Evaluate and assess completed campaigns for intelligence for future segments
• Provide critical reporting of campaign performance and successes

Stakeholder and Partnership Management

• Collaborate with business for lead generation sources
• Look for innovative ways to improve sales performance
• Manage and work closely with business to ensure telephony efficiency
• Monitor, analyse, and provide feedback on the success of campaigns
• Build relationships with suppliers/vendors who support the effective running of the Call Centres
• Negotiate and control SLAs to ensure service and support delivery

Qualification and Experience

B. Degree in Commerce
ILPA/CFP qualification will be an added advantage
Minimum 5 years of industry experience

Knowledge and Skills

Excellent English (verbal & written) language skills - an additional local Namibian language will be an advantage.
Accounting and/or Mathematical Skills will be an added advantage
Office bound and able to travel
Pro-active, problem solving and goal oriented.
Computer literate: Microsoft Office Package and Thought Express (an added advantage)

• Client focus
• Administrative oriented
• Problem identification and critical thinking skills
• Marketing & Financial knowledge
• Insurance products knowledge
• Results driven
• Able to work with diverse groups of people
• Self-motivated and independent
• Pro-active & Assertive
• Stress tolerant
• Accurate and organized
• Innovative & Results-driven
• Highly accountable
• Tactful and polite
• Analytical

Personal Attributes

Build a successful career with us

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 MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

Turnaround time

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. 

Our commitment to transformation