Call Centre Team Leader at FirstRand Group

MotoVantage, formed through a partnership between FirstRand Group and The Hollard Insurance Company, brings you innovative vehicle insurance products at competitive prices as add-ons to any finance agreement. We are seeking to recruit a Team Lead within our Telesales department.

purpose

Responsible for a combination of sales and customer service. including cross-selling to clients as well as nurturing the client relationship

responsibilities

• Drive significant growth and profitability in the context of cost management.

• Manage costs / expenses within approved budget to achieve cost efficiencies.
• Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions.
• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members.
• Monitor and manage the resolution of customer complaints and ensure resolution of escalated customer and staff complaints.
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
• Drive improvement of campaign performance and successes in regard to target market, Quality of data, relevance of offer, customer experience, and customer requirements.
• Contact prospective clients and sell appropriate banking products in order to achieve Team sales targets.
• Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
• Comply with governance in terms of legislative and audit requirements.
• Ensure efficiency of service productivity and performance in Call Centre.
• Achieve agreed Call Control, Call Quality and Call Protocol assessment ratios.
• Improve customer satisfaction, experience, and insight through call analysis.
• Report on required Call Centre activities and deliveries to improve business results
• Manage own development to increase own competencies.
• Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies.

experience and qualifications

• Diploma or Degree.
• 3 – 4 years related experience.

additional requirements

In accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.